RedAwning is a Petaluma, CA. based company built for short-term vacation rental owners and property managers. We offer the largest marketing channel distribution to connect property owners with travelers looking for accommodations, along with streamlined communication and management of all properties within one interface, for the best host & guest experience.
Customer Success Manager
- Location: Remote / Hybrid (Petaluma, CA)
- Job Type: Full Time, Salaried
- Hours: 8:30am-5:30pm (Monday – Friday)
- Reports To: Vice President of Account Management
Position Overview:
As a Customer Success Manager (CSM) at our Short Term Rental (STR) Management Company, you will play a crucial role in ensuring the success and satisfaction of our property owners. You will manage the performance of vacation rentals, provide ongoing support to property owners, and optimize property listings and marketing strategies. Your goal is to enhance guest satisfaction, improve property performance, and maintain strong, long-term relationships with our clients.
What We Are Looking For:
We are looking for a proactive and resourceful professional with strong communication skills and a passion for customer success. The ideal candidate will have experience in property management, a knack for quick problem-solving, and the ability to build and maintain strong client relationships.
Key Responsibilities:
Account Management / Host + Property Focused
- Performance Analysis: Analyze rental performance metrics, create property reviews, and recommend improvements.
- Rating Review: Collect 5-star reviews, manage lower ratings, and resolve negative feedback.
- Listing Optimization: Guide listing optimization, photography, and marketing; adjust pricing to boost revenue.
- Invoice and Accounting Assistance: Ensure invoice accuracy and provide assistance with any financial or account concerns.
Customer Support / Operations Management
- Escalation Response: Assist in emergencies, resolve issues, and communicate updates to hosts.
- Proactively monitor property operations, including reservations, lock codes, cleaner verification, trash pickup, and guest communications.
- Cross-functional Collaboration: Work with sales, onboarding, and operations teams to enhance processes and ensure seamless experiences.
Client Relationship Management
- Onboarding and Training: Help new property owners understand and use the platform effectively.
- Relationship Management: Build strong relationships and address owner concerns promptly.
- Feedback Collection: Gather and use feedback to improve services and collaborate on enhancements.
- Churn Risk Management: Engage with owners to ensure high renewal rates and implement retention strategies.
Qualifications: Skills, Knowledge, and Abilities include:
Education/Experience
- Bachelor’s degree in Business, Hospitality, or a related field preferred.
- 2+ years of experience in customer success, property management, or a related field.
- Proven track record of managing client relationships and delivering exceptional customer service.
- Strong problem-solving skills with the ability to think quickly and effectively in high-pressure situations.
- Excellent analytical skills to assess rental performance and provide actionable insights.
- Proficiency in using property management software and other relevant tools (i.e. Airtable, Hospitable, ect.).
- Exceptional communication and interpersonal skills to build and maintain strong client relationships.
Attributes/Abilities
- Proactive and resourceful: Takes initiative and finds creative solutions to challenges.
- Strong communication skills: Excellent verbal and written communication abilities.
- Quick problem solver: Capable of thinking on their feet and resolving issues swiftly and effectively.
- Client-focused: Dedicated to building and maintaining strong relationships with property owners.
- Detail-oriented: Ensures accuracy in all tasks, including invoice reviews and reservation monitoring.
- Collaborative: Works well with cross-functional teams to enhance processes and improve client experiences.
- Tech-savvy: Proficient in using property management software and other relevant tools.
Work Environment:
- While this position can be worked from anywhere, we offer an in-person option in our Petaluma HQ office space.
Compensation and Benefits
- Fully Paid Medical Coverage for yourself
- Paid Vacation and Sick Time
- Stock Options
RedAwning provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job Type: Full-time
Pay: $66,560.00 - $80,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Application Question(s):
- Please rate (0-5) your proficiency in using property management software and other relevant tools (i.e. Airtable, Hospitable, etc.).
Experience:
- Property management: 1 year (Preferred)
- Customer support: 1 year (Preferred)
Work Location: Remote