Remote Backend Jobs

Overview

NOTE: This is a FULLY remote role, but the candidate must be within the Europe 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 the European region.

Hostaway is the market-leading SaaS scale-up 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. Check out more about our recent funding round of $365 million here.

About the role
As an Associate Customer Success Manager, you will work alongside our team to provide proactive and reactive support to our fast-growing customer base. You will share responsibility for providing support to small- and mid-sized customers alike, and you will partner with experienced Customer Success Managers to provide support on larger accounts.

You should possess strong consultative selling skills, be comfortable with negotiation, and have the ability to identify needs, deliver value, and build strong, long-lasting relationships. You must also speak French to a native level to work with our customer base.

Your mission
Proactively communicate with customers to provide helpful information, invite them to events, and assist with outreach campaigns

Improve usage and adoption through proactive and content-driven communications

Respond to inbound requests via the shared Customer Success queue

Process upsells, cancellation requests, discount requests, and training requests

Diagnose potential barriers to renewal and work with customers to overcome these barriers

Demonstrate commitment to our customer base through the highest level of responsiveness

Identify ways we can consistently delight our customers

Job requirements
At least 1-2 years experience in customer success, account management, or a similar role in the SaaS industry

Ability to prioritize and manage a large portfolio of accounts (500-800 customers), and consistently deliver on expected engagement activities

Proven track record of NRR and GRR performance, with verifiable expertise in driving upsells, cross-sells, and ownership of customer’s successes

Native-level French language proficiency. English is our company language, so you also need strong language proficiency there. Additional language proficiency is desirable (Spanish, Italian, German).

Demonstrated ability to build strong relationships with customers and manage client expectations, even at scale

Excellent problem-solving skills, with a knack for turning complex issues into simple solutions

What we offer
Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant

100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one)

Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success

Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions

Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities

Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms

Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary. The specifics depend on the country of the applicant

Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here)

Thank you for your interest. If you apply for this role, you will receive an email from our Talent Acquisition team after your application has been reviewed alongside the qualifications for this role and the qualifications of others who have applied.