First Customer Success Executive

HostGenius (Only apply if you are in Toronto)

90% of vacation rental managers work at capacity and can’t scale which is costing them hundreds of thousands of dollars a year.

Mike suffers this problem with his property management company in San Diego.

"I used to spend most of my energy and focus IN the business, reacting to whatever needed to be done, wearing all the hats, and being a 'hectic manager.' After partnering with HostGenius, I was freed up to spend my time working ON the business—focusing intensely on what drives it forward and makes it grow. In just over two months, I'm in the process of onboarding five new properties, and we are just getting started."

There are 12,000 Mikes in the US.

We help them scale effortlessly by leveraging centralized operations and platform. For operations, we have a guest, revenue, and marketing team. For platform, we built their OS to power their business and brand to help them standout in a crowded market.

Our customers treat us like their own team, as that's build. We build to benefit small businesses around the US, being the most impactful part of their business. We are seen as their partner.

This role is pivotal hire for us being our first client success role. 

Mission: Manage and enhance relationships with key accounts, ensuring they extract full value from HostGenius’ services and technology. Your goal is to support customers in optimizing their business through strategic insights and tailored solutions, while managing their journey post-onboarding.

In this role, you will:

• Own customer success by ensuring 100% of key customers fully adopt and realize the maximum value from HostGenius’ product and service suite, aligning our offerings with their strategic goals.
• Design and refine the post-onboarding experience, creating high-impact materials and touchpoints that drive seamless transitions and deliver measurable business value throughout the customer lifecycle.
• Collaborate with sales leadership to develop and execute strategic account plans that encompass a deep understanding of the customer’s business, operations, and success metrics, while building a clear path to achieving their business objectives through Host Genius solutions.
• Drive business outcomes by leveraging insights and partnering with sales and product to refine customer business strategies, ensuring measurable impact and long-term success.
• Develop and maintain strong executive-level relationships with customers, acting as a trusted advisor to increase customer retention and maximize lifetime value.
• Serve as the escalation point of contact, driving swift resolution of complex issues through cross-functional collaboration and ensuring customer satisfaction and loyalty at every step.

What You’ll Bring to the Table: 

• Relationship Management: Have a partnership mindset, fostering strong relationships with your customers and cross-functional teams, and consistently going above and beyond to create exceptional customer experiences
• Analytical Thinking: Expertise in interpreting customer data and transforming insights into actionable strategies that drive results.
• Communication Skills: Clear and concise communication to effectively share insights, strategies, and recommendations with customers and internal stakeholders.
• Project Management: Exceptional ability to manage and prioritize multiple tasks, ensuring smooth operations with structured workflows. Strong focus on attention to detail, process development, and maintaining organization in fast-paced, dynamic environments.
• Entrepreneurial thinking: A proactive, entrepreneurial approach, continuously identifying opportunities for growth, innovation, and process improvements to maximize customer success and business impact.

Preferred Qualifications:

• 3-5 years of experience in customer success, account management or project management preferably in a SaaS environment
• Strong interpersonal skills with a focus on building customer relationships,
• Excellent verbal and written communication skills
• A self-starter, driven with a strong growth mindset and strong attention to detail
• Technical aptitude with the ability to quickly learn and become proficient in new technologies
• Knowledge of industries such as property management or accounting is not required but a strong plus

Why team members love working at Host Genius:

HostGenius is an early stage company with a fun fast paced interdisciplinary team. We are motivated by helping our customers grow to reach their full potential as well as each other. 

• We’re a small team. As part of our small close-knit team, you’ll quickly become essential and have a direct, meaningful impact on our business and product direction. 
• We’re customer obsessed. We talk to our customers every day, and believe in building with them. That’s what motivates us, solving something meaningful for them. 
• We believe in radical transparency. We believe transparency always wins. Fostering an environment where everyone is empowered to contribute, make informed decisions and ask questions will lead to a stronger more collaborative culture.
• The base range for this position is $70,000 - $90,000 / year. The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge, and skills. 
• We want you to be happy and healthy. We offer benefits including health and dental, budget to a local gym, 3 weeks of forced PTO, mental health days, and 20% or more off 500+ Airbnbs in the US and Canada.