Vice President of Customer Success

United States

Apply with AI Apply

Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Vacation Rental, Hospitality Technology, Property ManagementIndustries

Requirements

Candidates should possess over 10 years of experience in Customer Success, customer success, or account management, with at least 5 years in a senior leadership role. Proven success leading SaaS B2B customer success teams and/or hospitality/property management Customer Success is required. A strong understanding of SaaS onboarding, adoption, and escalation management is necessary, along with experience managing both enterprise-level clients and high-net-worth property owners. Demonstrated ability to define and execute strategic plans while driving measurable results, strong financial and operational acumen, and excellent communication, relationship-building, and conflict resolution skills are essential. Skills in strategic leadership, team development, customer success expertise, SaaS product knowledge, technical aptitude, and strong problem-solving abilities are also required.

Responsibilities

The Vice President of Customer Success will lead the Customer Success business unit, driving long-term satisfaction for property managers and property owners. This role involves defining the strategic vision, establishing scalable processes, and leading teams focused on SaaS B2B client support and operated property owner relations. Responsibilities include overseeing product onboarding, training, and ongoing support for SaaS clients, ensuring strong adoption and satisfaction. The VP will also maintain exceptional communication and transparency with operated property owners, oversee financial and performance reporting, and implement processes for efficient issue resolution. This position requires cross-functional collaboration with Product, Operations, and Marketing teams to continuously improve services and client experiences.

Skills

Customer Success Strategy

Team Leadership

SaaS

B2B Client Support

Product Onboarding

Client Retention

Performance Metrics

Operational Excellence

Cross-departmental Collaboration

Wander

Vacation home rentals with hotel amenities

About Wander

Wander.com offers vacation home rentals that come with hotel-grade amenities, catering to a wide range of travelers from casual vacationers to frequent visitors. The platform allows users to browse and book vacation homes through the Wander app, which features a diverse portfolio of properties in various scenic locations. Each rental is designed to provide an enhanced experience, including modern workstations, top-tier cleaning services, and 24/7 concierge support. What sets Wander apart from traditional vacation rental services is its focus on combining the comfort of a home with luxury hotel-like features. The company's goal is to create a relaxing and thoughtful vacation experience for its users, as evidenced by the positive feedback from over 212,603 app users who appreciate the service.

Austin, TexasHeadquarters

2011Year Founded

$31.1MTotal Funding

DEBTCompany Stage

Consumer Software, Consumer GoodsIndustries

51-200Employees

Benefits

Flexible Work Hours

Remote Work Options

Paid Vacation

Risks

High competition from startups using social media to capture market share.

Over-reliance on luxury market segment vulnerable to economic downturns.

Challenges in maintaining consistent standards across diverse property locations.

Differentiation

Wander offers hotel-grade amenities in vacation rentals, setting it apart from competitors.

The company integrates smart mattresses for personalized sleep experiences, enhancing guest satisfaction.

Wander's diverse property portfolio includes unique locations like Yellowstone Valley and Kauai Cliffs.

Upsides

$100M credit facility from Credit Suisse supports expansion and service enhancement.

Partnership with Once Upon A Coconut attracts health-conscious travelers with sustainable refreshments.

Social media marketing on TikTok and Instagram increases brand visibility among younger demographics.

Land your dream remote job 3x faster with AI

Try Jobo Free