Host Experience Manager

TL;DR

Host Experience Manager (Customer Success): Managing a dedicated portfolio of hosts to drive platform adoption, occupancy performance, and long-term retention with an accent on proactive relationship management and policy fluency. Focus on resolving complex operational issues, analyzing performance data, and serving as a strategic partner to hosts within the affordable housing marketplace.

Location: Must be based in the United States (Fully remote)

Company

hirify.global is a mission-driven company solving the affordable housing crisis through a platform-based marketplace for shared housing.

What you will do

• Own and manage a dedicated portfolio of hosts, serving as their primary point of contact for support, policy guidance, and portfolio strategy.
• Conduct regular performance check-ins to drive key metrics including occupancy, bookability, and member retention.
• Lead intro calls for new hosts to set expectations regarding pricing, room standards, and platform best practices.
• Analyze host and property performance data to identify risks and opportunities before they escalate.
• Navigate complex host situations with empathy and sound judgment, coordinating with cross-functional teams when necessary.
• Contribute to the development of scalable playbooks and internal processes to improve the host experience.

Requirements

• 3+ years of experience in account management, customer success, or high-touch client relationships.
• Proven ability to manage a large portfolio of relationships with a proactive approach.
• Strong data-driven communication skills with the ability to translate metrics into actionable advice.
• Deep critical thinking skills and the ability to apply policies thoughtfully in nuanced scenarios.
• Must be based in the United States to align with company operations and benefits.
• Genuine belief in the mission of expanding access to affordable housing.

Culture & Benefits

• Fully remote work environment.
• Competitive compensation including equity and company-wide bonus opportunities.
• Comprehensive national medical, dental, and vision healthcare plans.
• 401(k) retirement plan with company-provided life insurance.
• Unlimited paid-time off (PTO) policy plus 11 company-observed holidays.
• 12 weeks of paid parental leave for both birth and non-birth parents.

Hiring process

• Initial 30-minute video interview with the PeopleOps team.
• 75-minute back-to-back session including a live writing assessment and a logic/competency assessment.
• Final 30-45 minute interview with the Head of Host Experience.