Customer Success Manager (Tech Startup)

Job Description

Position: Customer Success Manager (Remote Contractor)

Company: Rankbreeze

Location: Remote, Canada

Company Overview:

Rankbreeze is a SaaS company that helps short-term vacation rental managers (Airbnb hosts) increase revenues and bookings through listing optimization, dynamic pricing, and market data.

We’re a remote team of go-getters from all corners of the globe, with a passion for driving results and creating better experiences for our clients. If you love working in a fast-paced, innovative environment with a team that values your contributions, you’ll love it here!

Role Overview:

We’re looking for a motivated Customer Success Manager to help our growing team scale our product support.

You’ll be key in supporting new & existing users with your product expertise and ensuring their property listings perform optimally.

If you enjoy helping users learn software products, coordinating between teams, managing timelines, and constantly improving processes, this role is for you!

This position is ideal for someone who’s tech-savvy, thrives in fast-paced environments, and is passionate about delivering high-quality service experiences.

This role is set as a long-term independent contractor position.

Key Responsibilities include, but are not limited to:

• Client Onboarding & Success: Guide new clients through a seamless onboarding process with our software platform, setting up their listings for success.
• Ongoing Customer Support: Act as the main point of contact for clients, addressing questions about software and services as the product expert, while maintaining high customer satisfaction.
• Project Coordination: Coordinate bug reports and feature requests between operations, support, and development teams. Manage timelines and coordinate efforts between teams of writers, editors, and clients to ensure smooth execution of services.
• Service Management: Oversee ongoing professional services for listing optimization to ensure client satisfaction and maximum revenue generation.
• Process Improvement: Identify ways to improve project workflows and service processes, contributing to overall efficiency and client success.
• Performance Monitoring: Regularly analyze and report on client performance metrics, ensuring consistent improvements and identifying opportunities for growth.

We’re Looking For Someone Who Has/Is:

• Minimum 1 year in customer service, ideally in a startup or technology environment.
• Familiarity with Airbnb and the vacation rental market.
• Tech-savvy, proficient in using support software and quick to learn new tools and systems.
• Forward-thinking, intuitive, and action-oriented.
• Detail oriented, highly organized, and able to manage multiple projects simultaneously.
• Personable with exceptional communication skills (written, verbal, and in video).
• Strong problem-solving abilities and a customer-focused mindset
• Able to thrive in a fast-paced, startup environment.
• Fluent in English.

Why Rankbreeze?

• Be part of a growing Canadian tech company with a global reach.
• Work in a flexible, remote environment.
• Enjoy continuous opportunities for professional growth.

Benefits of Joining Our Team

• Growth opportunities
• Remote work environment
• Collaborative and fun team
• Public holidays off
• Vacation accommodation benefits

How to Apply:

• Answer all the questions within this job posting. Include the word “apple” as part of your response in a fun and unique way. This helps us understand that you’ve read this section before applying.
• Submit your resume, a cover letter explaining your interest and suitability for the role, and any relevant work samples or references.
• Submit pre-interview answers here: https://www.videoask.com/fmsk8eo9c

We’d love to hear from you! Join Rankbreeze and help our team unlock their full potential.

Job Type: Full-time

Pay: $19.00-$23.00 per hour

Expected hours: No less than 25 per week

Benefits:

• Paid time off
• Work from home

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday

Application question(s):

• Which city and country are you based out of?
• How do you approach onboarding a new customer to ensure they get the most value from the product or service? Please provide as much detail as possible.
• How did you turn an unhappy customer into a satisfied one? Give an example of how you went above and beyond with customer support in the past. Please provide as much detail as possible.

Work Location: Remote

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