Customer Success Manager

This role is perfect for someone who is:

- A self-starter with tremendous initiative and a strong work ethic

- An excellent communicator and collaborator across functional teams

- Eager to make a high impact at a product-driven company

- Adaptable, quick to embrace change, and a fast learner

- Skilled in creative and critical thinking

- Detail-oriented, even in a fast-paced environment

- Passionate about technology and innovation, particularly the future of applied AI in our sector.

About Track

For over 21 years, Tracks has provided integrated software and marketing solutions for the hospitality industry, anchored by our flagship Track Property Management System and other products under the Track banner.

Our single-vendor ecosystem equips growing vacation rental companies with all the enterprise-class tools they need to scale. With ongoing investments in platform development, 70+ integration partners, and a growing suite of native features, Track, built on a customer-obsessed mindset, empowers hospitality professionals to achieve digital transformation and operational excellence. Our development includes a focus on leveraging AI-driven tools to enhance pricing, distribution, and guest communication 

Our Core Values reflect the behaviors that shape the tone of how we work with each other, our partners, and our customers:

- Serve Others: Nurturing growth to help others succeed

- Grit: Taking ownership and never giving up on what matters most

- Create the Future: Innovating to disrupt the status quo

Why Join Us?

- Be part of a fast-moving, dynamic team focused on growth and success.

- Work alongside a talented, collaborative, and supportive team.

- Work for a portfolio company offering a one-vendor solution for SaaS technology, marketing, and distribution.

- Help reshape the hospitality industry through technology and service innovation.

Perks and Benefits:

- Full medical, dental, and vision coverage

- Flexible Paid Time Off

- Unlimited access to professional training and development

- Health Savings Account with up to a $2,000 annual match

- Up to $900 in annual Wellness Rewards

- Flexible work environment

- Free life insurance and long-term disability coverage

- Flexible Spending Accounts

- Retirement plan with employer match

- $150 quarterly gift for personal use

- Competitive wages

- Work with an amazing team!

Our Customer Success Manager (CSM) is responsible for driving customer retention, satisfaction, and growth by building strong relationships and ensuring successful product adoption. This role requires a proactive approach to managing a portfolio of customers, addressing their needs, and collaborating across multiple teams to deliver optimal outcomes.

Key Responsibilities:

- Serve as the primary point of contact for customers, managing adoption, and overall success journey.

- Drive customer retention by understanding client goals and delivering solutions to meet their needs.

- Proactively monitor customer health and engage with customers to ensure continued success and satisfaction.

- Conduct regular check-ins, business reviews, and product feedback sessions with clients.

- Inform customers of new product features and best practices, helping them integrate updates into their operations for maximum efficiency.

- Ensure customers’ platforms are up-to-date and optimally configured to meet their evolving needs.

- Collaborate with customers on continuous optimization efforts, identifying areas for improvement, and recommending configuration changes to enhance performance.

- Work with the Professional Services team to identify training opportunities and assist with configuration updates that align with customer goals.

- Collaborate with the Support team to resolve customer issues and ensure smooth ticket resolution.

- Work closely with Sales on expansion opportunities, cross-sell, and up-sell initiatives.

- Partner with Product and Engineering teams to deliver customer feedback, participate in discovery calls, and ensure product alignment with customer requirements.

- Assist customers with contract negotiations, renewals, and service optimization.

- Leverage AI-powered tools to monitor customer health signals, identify churn risk early, and prioritize outreach across your portfolio.

- Use AI writing and communication tools (like Claude, ChatGPT, or built-in platform AI features) to draft QBR prep, customer summaries, and follow-up communications more efficiently.

- Help customers understand and adopt AI-driven features within the Track platform, translating technical capabilities into practical wins for their properties.

- Identify opportunities where AI automation can reduce manual work for customers and proactively recommend those workflows during business reviews.

Cross-Functional Collaboration:

- Sales: Align on growth strategies, contract negotiations, and product expansions.

- Support: Ensure customer issues are escalated and resolved promptly, particularly for Tier 3 support cases.

- Product/Engineering: Provide customer feedback, participate in discovery calls, and collaborate on product improvements.

- Professional Services: Partner to identify training needs, configuration updates, and continuous optimization opportunities for customers.

- Marketing: Share customer success stories and testimonials, contribute to case studies, and support customer advocacy programs.

Qualifications:

- Excellent communicator and empathetic listener 

- Highly organized and excellent at time management and prioritization

- Demonstrated ability to overcome obstacles and achieve goals 

- Collaborative and respectful team player 

- 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

- Passionate about client service with a desire for continuous improvement

- Project management experience preferred

- Comfortable using AI tools in daily workflows to increase capacity and output quality (this is a must, not a nice-to-have).

- Able to explain AI-driven product features in plain language to non-technical property managers and owners.

This role is ideal for someone who excels at building relationships, is highly organized, and thrives in a fast-paced, collaborative environment.

Diversity and Inclusion:

We celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, or veteran status or any other protected status under applicable federal, state, or local law.  We comply with all applicable laws governing nondiscrimination in every location where we operate and encourage individuals from all backgrounds to apply.

Compensation: