Are you ready to Level Up?

Join our growing team as a Customer Success Manager

About the role

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 will 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

What you will bring

• 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

The expected starting base salary range for this role is $65,000 to $75,000, plus eligibility for a 10% annual incentive tied to company performance. Final compensation is based on relevant skills, experience, education, and geographic location.

About Track

Track is an end-to-end SaaS and Service Operating Platform for short term rental. For more than two decades we have helped hospitality professionals achieve digital transformation and operational excellence, anchored by our flagship Track Property Management System.

Our single-vendor ecosystem gives growing vacation rental companies the enterprise-class tools they need to scale, backed by 70+ integration partners, a growing suite of native features, and AI-driven tools that sharpen pricing, distribution, and guest communication. We combine deep hospitality expertise with forward-thinking technology and a customer-obsessed mindset to help property managers win.

Track is proud to be named an Inc. 5000 Fastest Growing Company in America and a People's Choice Award winner.

Our core values

• 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

Benefits and perks

• Full medical, dental, and vision coverage
• Flexible paid time off
• Health Savings Account with up to a $2,000 annual match, plus Flexible Spending Accounts
• Up to $900 a year in Wellness Rewards
• Retirement plan with employer match
• Unlimited access to professional training and development
• Company-paid life insurance and long-term disability coverage
• Flexible work environment, plus a $150 quarterly gift for personal use

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 HR@trackhospitality.com and we will work with you.

Ready to Level Up with us? Apply today.