Customer Success Manager
$65,000–$75,000 year
Remote · United States
Job Summary
The Customer Success Manager leads adoption and ongoing value realization for Track’s hospitality-focused SaaS platform, driving customer retention and growth by managing a portfolio of properties, serving as primary contact for customers, and coordinating across Sales, Support, Product/Engineering, Professional Services, and Marketing to deliver proactive success initiatives. Key activities include onboarding, regular check-ins and business reviews, implementing product updates and AI-driven features, monitoring customer health signals, and identifying opportunities for optimization, renewals, and expansion. The role emphasizes exceptional communication, organization, collaboration, and the ability to translate AI capabilities into practical wins for property managers.
Required Qualifications
- Bachelor's degree and/or 3+ years of directly related experience
- Working knowledge of the vacation rental or short-term rental industries
- Demonstrated ability to work with executive-level clients
- Project management experience preferred
- Comfortable using AI tools in daily workflows to increase capacity and output quality (must)
- Able to explain AI-driven product features in plain language to non-technical property managers and owners
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