Customer Success Role - 100% Remote - NAM

Role overview Help North American customers get lasting value from vacation rental management software through onboarding, ongoing guidance, and account health management. The role focuses on adoption, retention, and customer satisfaction across a sizable mid-market portfolio, while coordinating issue resolution and sharing customer insights with internal teams.

Responsibilities - Understand customer goals and guide tailored onboarding and ongoing platform adoption. - Maintain customer relationships through regular check-ins, surfacing needs and addressing concerns. - Manage significant customer issues by coordinating with the teams best placed to resolve them. - Create or deliver webinars, user guides, and other learning resources. - Track account usage, health, and satisfaction, then share findings and recommendations. - Work with sales and product colleagues on customer insights, retention, and account outcomes.

Requirements - Three to five years of SaaS customer success experience. - Ability to manage a portfolio of roughly 100 mid-market accounts while meeting planned engagement expectations. - Demonstrated results with net and gross revenue retention, including renewal ownership and identifying account risk. - Strong relationship and expectation management skills at scale. - Practical problem-solving ability and skill in explaining complex issues simply. - Native-level English communication for work with North American customers.

Benefits and work setup Fully remote, with candidates required to be physically based in the United States in the Eastern or Central time zone. The source lists stock options, competitive compensation based on applicant location, and country-specific benefits such as health coverage or pension where customary.