Get AI-powered advice on this job and more exclusive features.About Furnished Finder:Furnished Finder is the leading platform for monthly housing rentals, trusted by over 240,000 landlords to list their furnished properties and connect with more than 15 million travelers each year. Our diverse tenant base includes corporate contractors, digital nomads, traveling medical professionals, relocating families, academics, and more. With our subscription-based model, landlords enjoy complete control—no commissions or booking fees. They set their rates, choose their availability, and decide who stays in their property every time.Customer Success ManagerLocation: Remote, Colombia preferredNote: English Resume requiredJob Overview:Furnished Finder is seeking a highly motivated Customer Success Manager to lead our proactive customer engagement, retention, and key account expansion strategy. In this role, you will be responsible for shifting the team’s focus from reactive save efforts to proactive customer engagement, ensuring customers realize value earlier in their journey and grow their portfolios on the platform. Your mission will be to drive higher renewal rates, improve listing activation, expand key accounts, and reduce churn by implementing data-driven customer success strategies.As the Customer Success Manager, you will lead a team focused on activating new listings, optimizing customer engagement, growing key accounts, and driving measurable improvements in retention. You will work cross-functionally with Marketing, Product, and Operations to develop customer outreach strategies, optimize engagement touchpoints, and ensure our customers achieve long-term success on the Furnished Finder platform.This role offers the opportunity to build and refine a scalable customer success model, leveraging data and automation to ensure every customer receives the right support at the right time. Additionally, you will be responsible for identifying growth opportunities within key accounts, nurturing high-value landlords, and helping them expand their portfolios on the platform.Responsibilities:Customer Success Strategy & ExecutionOwn, develop and implement proactive retention strategies to engage customers before they become at risk of churning.Optimize the customer journey by identifying critical intervention points where engagement can increase retention and revenue.Relentlessly focus on new opportunities to improve the process and see better results.Create and launch customer success playbooks, scripts, and checklists to guide the team on best practices for listing activation, demand optimization, and re-engagement.Leverage data and churn signals to continuously and proactively identify at-risk accounts and deploy targeted outreach.Partner with Marketing and Product to ensure the prioritization and execution of automated customer engagement initiatives.Leadership & Team DevelopmentLead and develop a team of agents focused on customer engagement, listing activation, and retention. Set clear performance goals and standards for the team.Be hyper-focused on team productivity and ensuring the most valuable use of their time with customers to achieve results.Provide ongoing coaching, training, and professional development to build a high-performing customer success team.Foster a collaborative, performance-driven culture that prioritizes customer impact and business results.Customer Engagement & Retention InitiativesIncrease Listing Paid to Live %.Engage customers with live listings who are not receiving significant value or leads to diagnose and resolve performance issues with the goal of improving renewal rates.Prevent Churn and Drive Re-engagement.Key Account Growth & Portfolio ExpansionDevelop and execute strategies to nurture key accounts, ensuring high-value landlords expand their property portfolios on Furnished Finder.Identify upsell and cross-sell opportunities within existing accounts to drive portfolio growth and revenue expansion.Performance Tracking & Continuous ImprovementDefine and track key performance indicators (KPIs).Use data-driven insights to optimize customer outreach strategies and improve retention.Qualifications:Bachelor’s degree5+ years of experience in Customer Success, Account Management, or Retention Strategy, with at least two years in a leadership capacity directly managing a team.Strong analytical mindset with experience leveraging data to drive decisions and customer engagement strategies.Excellent communication and coaching skills, with a passion for developing high-performing teams.Fluency in English (C1-C2 level) required.Furnished Finder is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr