Client Success Manager

We are a revenue management and short term rental data company (basically, we manage PriceLabs for property management companies). We are seeking the best, most highly skilled Client Success Manager to handle client email questions and support. You’ll handle incoming client messages—answer questions, manage ongoing communication, and keep them confident and informed.

Unlike most STR virtual-assistant roles, this position does not involve guest messaging or reservation support. You will be serving the property management company owners and their internal teams—our clients—helping them understand their data, pricing, and performance.

Clients ask questions mostly about their listing’s performance, simply informing about a new launch, asking for recommendations, asking for custom reports, asking questions that require educating them, and so on.

If there’s time, you’ll likely be set to marketing related tasks as well and/or regular VA related business tasks as needed for the founder, who you'll report to directly. Knowing how to expertly support clients is a must, but don’t worry about knowing everything else right away, training will be provided during a fully paid two month introductory trial period with regular evaluations.

You can choose your hours, however good overlap with Eastern US a major plus. Most communication is in WhatsApp, but something like Asana might be coming soon.

We are willing to pay well to the right person, as this position is crucial to everyone's success.

### What We’re Really Looking For

We’re looking for someone who naturally connects with people — the kind of person clients immediately trust and enjoy talking to. You’ll need empathy, intuition, and strong judgment. Many messages require reading between the lines: understanding when a client is frustrated, guiding them calmly, and seeing how each question fits into the bigger business picture.

You should love solving problems for people, not just replying to emails.

### You must:

Be fluent in American/Western English and culture, both written and spoken. Must be able to write and think independently; AI can assist but not replace. Impeccable grammar, tone, and clarity are non-negotiable.

Be exceptional with people. You can sense tone, adapt naturally, and balance friendliness with professionalism. You know how to calm tension, ask clarifying questions, and keep conversations productive.

Have deep familiarity with the short-term rental industry—Airbnb, Vrbo, property management, revenue management, and STR operations.

Be tech-savvy and fast to learn new tools.

Enjoy small teams where you hold a lot of responsibility.


### Core Responsibilities:

Respond to client emails with clear, confident communication and sound judgment according to their issue.

Work closely with the existing internal team to ensure seamless communication and peak client satisfaction.

Use PriceLabs, Airbnb back end, and PMS tools such as Hospitable, OwnerRez, Hostaway, and Hostfully.

Track conversations, organize responses, and flag key issues for review.

Bring new ideas for improving client support and partner experience. Help improve our systems for supporting clients.

### Requirements:

Exceptional command of written and spoken American English

Be extremely personable, empathetic, good listener, problem solver, and detail oriented. We see our clients as real people we are serving, even if it's through the computer screen.

Prior experience in PriceLabs; bonus for STR, hospitality, or property management systems.

Skilled in Google Drive, Docs, and Sheets.

Comfortable using ChatGPT and other AI tools as productivity aids, but able to think, write, and problem-solve independently.

General understanding of revenue management principles—occupancy, ADR, RevPAR, etc.

Detail-oriented, reliable, and curious.

Very high standards for yourself and people you work with.


### Not required, but preferred:

Experience creating SOPs, documentation, or completing marketing related tasks.
Interest in learning and expanding into other tasks the business might need later.
Ability to speak on camera, for example record a Loom video to explain a concept either to the team or to a client.


### To Apply:
Send a short Loom introducing yourself (2–3 minutes at least), plus a written summary of your STR industry, dynamic pricing, and other VA experience if you have it. To be considered, you must include specific examples of any client communication or writing you’ve done that show tone and clarity.