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Customer Success Manager - 100% remote - US

June 17, 2026

Job Description NOTE: This is a FULLY remote role, but the candidate must be within the North American region to collaborate with their team, peers, and internal customers. You do not have to be in the specific country or city shown in this listing, but please only apply if you are physically based within North America. Hostaway is a SaaS startup that is transforming the vacation rental industry. With innovative solutions and partnerships with giants like Airbnb, VRBO, and Booking, we're taking on the competition and winning. Leveraging our customer-centric core values, we consistently deliver results that encourage growth, learning, and innovation for our team, our customers, and the industry. As a profitable and growing company, this role is necessitated by our continued growth. As a profitable and growing company, this role is necessitated by our continued growth. Check out more about our recent funding round of $365 million here. As a Customer Success Manager (CSM), you’ll play a vital role in ensuring the success and satisfaction of our customers across North America. Your ultimate goal will be to help our customers thrive in their business by effectively using our vacation rental software. This role involves proactively working with customers to understand their needs, address their issues, and guide them to fully leverage our platform. We are specifically looking for a native-level English speaker who will work closely with our U.S. and North American accounts. Your communication skills and cultural understanding will be crucial in providing exceptional support and building strong relationships with our customers in this region. Your Mission <ul><li>Adoption: Drive the adoption of our platform among a diverse client base. Understand customer needs deeply, guide them through personalized onboarding and ongoing engagement strategies, and ensure they realize the maximum value from our solutions.</li><li>Your success will be measured by your ability to foster high adoption rates, ensuring customers become product champions who contribute to the overall growth and success of our community.</li><li>Customer Retention: Develop strong relationships with customers and implement strategies to increase customer retention and satisfaction.</li><li>Client Escalation Handling: Serve as the primary contact for any significant issues our customers face. You'll coordinate with the appropriate internal teams to ensure a timely and effective resolution.</li><li>Ongoing Client Engagement: Regularly check in with clients to ensure they are satisfied with our services, understand new challenges they are facing, and provide appropriate support or solutions.</li><li>Upselling and Cross-selling: Identify opportunities for customers to use more of our services to help their businesses grow. Communicate the value of these opportunities effectively.</li><li>Customer Education: Conduct webinars, create user guides, and provide other training materials to help customers understand and fully utilize our software.</li><li>Collaboration: Work closely with the sales and product teams to share customer insights that inform new business strategies and product improvements.</li><li>Account Management: Monitor and report on account health, usage, and client satisfaction metrics to provide insights and recommendations. </li></ul>Job requirements <ul><li>At least 5-7 years of increasingly complex enterprise experience in customer success, account management, or a similar role in the SaaS industry.</li><li>Ability to prioritize and manage a large portfolio of accounts (100-200 customers) while consistently delivering on expected engagement activities.</li><li>Proven track record of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance, with verifiable expertise in driving upsells, cross-sells, and ownership of customer success.</li><li>Native-level English language proficiency. Additional language proficiency is desirable.</li><li>Demonstrated ability to build strong relationships with customers and manage client expectations, even at scale.</li><li>Excellent problem-solving skills, with a knack for turning complex issues into simple solutions. </li></ul>What We Offer <ul><li>Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant</li><li>100% Remote: Enjoy the freedom to work from anywhere within your country o

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...