Beyond is the global leader in revenue management, helping hosts and property managers unlock new ways to generate the most revenue with their vacation rentals. Since pioneering dynamic pricing for the vacation rental market a decade ago, Beyond has supported millions of listings globally and helped customers increase their annual revenue by an average of 40%. Our unparalleled access to, and analysis of, real-time data for the vacation rental industry powers our ability to drive revenue, maximize profitability and save time for hosts and property managers around the world.

It's with that in mind that Beyond is looking to add a Manager, Pooled Customer Success to our growing team. Reporting to the Senior Manager of Global Support, you will have the opportunity to to lead a team of Customer Success Associates for our ever-growing SMB account base. Retaining our customers is the key to actualizing Beyond’s aggressive growth plans. Managing, scaling, and improving Beyond’s Pooled Customer Success team will ensure we uphold our commitment to providing best-in-class customer experience. As the world and travel landscape shift around us, so too do the needs of our customers, and this role plays a key component in ensuring that they not only survive but thrive in this environment. 

Before reading further...

Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway!

As our Manager, Pooled Customer Success, you'll be responsible for:

• Managing & building a high-performing team responsible for gross & net retention across multiple products
• Leading the day-to-day activities and performance of the Pooled Customer Success team measured through team KPIs, company OKRs, and other performance metrics.
• Ensuring the team effectively manages renewals and upsells
• Managing client escalations and at-risk customers; monitor these clients along with Pooled CSM’s to ensure the client continues to stay positively engaged
• Reporting to leadership on team performance on a weekly, monthly, and quarterly basis
• Continuously improving our retention processes and identifying/prioritizing systems/workflow enhancements that will create better retention outcomes
• Maintaining regularly scheduled 1:1 meetings with each Lighthouse team member and provide coaching and development feedback
• Managing team allocation to ensure each team member has a manageable workload and reallocate resources as necessary
• Training new Lighthouse Team members
• Inspiring and unifying the team around our mission of helping property managers succeed with a positive experience using Beyond

So what kind of person are we looking for in this role? The person who will be successful in this role will be: 

• Motivated: you are a self-starter who is comfortable wearing multiple hats and thrive in a fast-paced environment.
• A Hands-On Leader: you find fulfillment getting in the weeds with your team to help them learn and grow, creating the best possible experience for the customer.
• Highly Collaborative: you enjoy working with others to find the best solutions and communicate clearly and effectively with colleagues and customers alike.
• Data-driven: you are detail oriented and leverage data to make strategic decisions. You think creatively and analytically to solve problems and develop and iterate on processess.

Now that we’ve told you what the job looks like, here are the qualifications we're looking for in a candidate:

• Willing and able to work in the U.S CST time zone 
• 1-2 years of experience managing a pooled Customer Success team
• SaaS experience required
• Experience managing customer renewals and upsells
• Experience with a Customer Success Tools (ChurnZero, Gainsight, etc)
• Exceptional verbal and written communication skills with the ability to communicate effectively at all levels

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
• Interview with the Senior Manager of Global Support
• Interview with the Director of Customer Experience
• Interview with the Customer Success Management team
• Complete a final interview with our CTO/Cofounder

Company Values:

We are serious about our core values: We Care, We Are On the Same Team, We Inspire Trust, We Go Beyond, We Ship It. If those resonate with you, and you're ready to work with a team that lives and breathes those values, we want to hear from you. 

Benefits:

Beyond offers a wide variety of benefits like: stock options, unlimited PTO, work from home office stipend, private health insurance and more! You can learn more about our benefits by visiting our careers site!

We Care about Diversity, Equity and Inclusion:

Beyond is committed to building a workplace that attracts humans of all genders, ethnicities, backgrounds, statuses and lifestyles. At our core, we care about our people and encourage every employee, partner and applicant to share their whole self with us. We are respectful of and empathetic towards different viewpoints, and believe that our ability to help short term rental managers succeed relies on us building a dynamic and diverse team. Whoever you are, you can Belong @ Beyond.

Please review our GDPR Statement here.