Director of Customer Success Management - 100% Remote - North America

This a Full Remote job, the offer is available from: North America, United States, Texas (USA) NOTE: This is a FULLY remote role, but the candidate must be within North American Central Standard Time or Eastern Standard Time to collaborate with their team, peers, and internal customers. 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. Profitable, high-growth, and the first short-term rental PMS unicorn . Join us at our most exciting stage yet! Learn more about our recent valuation and story here. About the role We are looking for a Director of Customer Success Management who can take full ownership of our customer success organization and lead it into its next phase of growth. This is a hands-on, roll-up-your-sleeves role — not a position for someone who wants to sit in an ivory tower. You will be on the front lines with customers, while also evolving the strategy, structure, and playbooks that allow the department to scale. The ideal candidate has experience building or being part of a high-growth SaaS customer success function, thrives in fast-paced startup environments, and knows how to balance strategic leadership with tactical execution. You’ll own the performance of our customer base, build strong client relationships, and help define how we leverage AI to scale customer success. What You’ll Do • Take full ownership of the Customer Success Management function — evolving its strategy, playbooks, and KPIs. • Lead from the front: engage directly with key customers while coaching and developing the team. • Drive accountability for core metrics like GRR, NRR, NPS, and renewal/expansion performance. • Build and maintain executive-level relationships with clients, ensuring alignment on business outcomes. • Partner with sales and leadership on commercial conversations, renewals, and upsell opportunities. • Champion the use of AI-driven tools and processes to improve efficiency and scale the CS function. • Represent the voice of the customer internally, influencing product, support, and operations. • Travel as needed to meet clients 1:1 across all regions. This offer from "Hostaway" has been enriched by Jobgether.com and got a 77% flex score. Apply tot his job