Strategic Customer Success Manager - Enterprise Accounts at Airbnb

Company Overview

Airbnb is a leading global hospitality company offering unique travel experiences for millions of guests around the world. At Airbnb, we believe in fostering a culture of belonging, innovation, and impact. We are committed to creating a workplace where everyone can thrive, regardless of their location. We embrace a remote-first approach, empowering our employees to work from anywhere in the USA and contribute to our mission of creating a world where anyone can belong anywhere.

Position Summary

We are seeking a highly motivated and results-oriented Strategic Customer Success Manager to join our Enterprise Accounts team, working remotely from anywhere in the USA. In this pivotal role, you will be responsible for developing and executing customer success strategies that drive adoption, retention, and growth within our most strategic enterprise accounts. You will serve as a trusted advisor, partnering with key stakeholders to understand their business goals and ensure they realize maximum value from their partnership with Airbnb.

Key Responsibilities

• Develop and implement strategic customer success plans for assigned enterprise accounts, aligned with their business objectives.
• Serve as the primary point of contact and trusted advisor for key stakeholders within assigned accounts.
• Drive product adoption and usage by providing proactive guidance, training, and support.
• Identify and mitigate potential risks to customer retention and growth.
• Conduct regular business reviews to assess customer satisfaction, identify opportunities for improvement, and track progress against agreed-upon goals.
• Collaborate cross-functionally with sales, product, marketing, and support teams to ensure a seamless customer experience.
• Advocate for customer needs and feedback within Airbnb to influence product development and innovation.
• Track and report on key customer success metrics, such as adoption, retention, and expansion.
• Proactively identify and pursue opportunities for account growth and expansion.
• Participate in virtual team meetings and training sessions to stay updated on product updates and best practices.

Required Qualifications

• Bachelor's degree in Business, Marketing, or a related field.
• 5+ years of experience in customer success, account management, or a related role, ideally within a SaaS or technology company.
• Proven track record of successfully managing and growing enterprise accounts.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to build and maintain strong relationships with key stakeholders.
• Proficiency in using CRM and customer success platforms (e.g., Salesforce, Gainsight).
• Must be able to work remotely from anywhere in the USA.
• Ability to maintain a dedicated and distraction-free workspace at home.
• Strong self-motivation and ability to work independently in a remote environment.

Technical Requirements

• Reliable high-speed internet connection with a minimum upload speed of 10 Mbps and download speed of 50 Mbps.
• Dedicated home office space free from distractions.
• Company-provided laptop and necessary peripherals (monitor, keyboard, mouse, headset).
• Comfortable participating in video conferences and utilizing remote collaboration tools (e.g., Slack, Zoom, Google Workspace).
• Ability to work during core business hours in the Pacific Time Zone (PST), with some flexibility.

Desired Skills

• Experience with the hospitality industry.
• Familiarity with Airbnb's products and services.
• Experience working with international clients.
• Strong understanding of customer success methodologies and best practices.
• Excellent organizational and time management skills.
• Proven ability to adapt to changing priorities and thrive in a fast-paced environment.

Compensation & Benefits

The annual salary range for this fully remote Strategic Customer Success Manager position is $140,000 - $180,000, depending on experience and location within the USA. Airbnb offers a comprehensive benefits package, including:

• Medical, dental, and vision insurance
• Paid time off and holidays
• Paid parental leave
• 401(k) with company match
• Equity grants
• Home office stipend to help set up your remote workspace.
• Wellness programs and resources.
• Virtual team building activities and events.
• Opportunities for professional development and growth.
• Occasional travel for team meetups (approximately 1-2 times per year).

How to Apply

If you are a passionate and experienced customer success professional with a strong desire to work remotely and make a significant impact on Airbnb's enterprise accounts, we encourage you to apply. Please submit your resume and cover letter through our online application portal. We look forward to hearing from you!