Customer Success Manager
Company Overview For over 21 years, Track 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. Position Summary As a Customer Success Manager, you own a portfolio of property management customers and are responsible for their retention, satisfaction, and growth. You work with Sales, Support, Product, Engineering, Professional Services, and Marketing to make sure customers get real value from Track. We are growing, and customers are leaning on us more every year to help them get the most out of the platform, including our AI-driven features.
What You'll Do
Serve as the primary point of contact for your customers and guide them through adoption and their overall success journey Keep customers with us by learning their goals and delivering solutions that meet them Spot churn risk early using AI-powered health signals, and prioritize outreach across your portfolio Run regular check-ins, business reviews, and product feedback sessions, and show customers new features and best practices Keep customer platforms up to date and well configured, and recommend changes that improve performance Help customers adopt AI-driven features in Track, and recommend automation that cuts manual work during business reviews Partner with Sales on renewals, contract negotiations, and expansion, with Support on Tier 3 escalations, with Professional Services on training and configuration, and with Product and Engineering by bringing customer feedback into discovery calls
Required Qualifications
Bachelor's degree and/or 3+ years of directly related experience Working knowledge of the vacation rental or short-term rental industry Experience working with executive-level clients Daily use of AI tools (like Claude, ChatGPT, or built-in platform AI) to increase your capacity and output quality. This is a must, not a nice-to-have. Ability to explain AI-driven product features in plain language to non-technical property managers and owners Strong communication, organization, and prioritization skills Project management experience is a plus You will thrive here if You can keep a full portfolio moving at once and decide who needs you most this week based on health signals, not just who emails loudest You are comfortable in a room with a vacation rental company's executives and can turn technical capabilities into practical wins for their properties You like being the connector between customers and our internal teams, and you follow through until the issue is resolved Compensation & Benefits Annual Salary $65,000 - $75,000 Bonus 10% annual incentive tied to company performance
Benefits
Paid time off such as PTO, sick days, and vacation days Health, Dental, and Vision insurance Life insurance Retirement benefits or accounts Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs Long term and Short term disability insurance Wellness programs Employee recognition programs Equal Employment Opportunity 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, 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. If you need a reasonable accommodation to complete the application or interview process, contact [email protected] and we will work with you.