Job Description

Customer Success Manager

Location: Austin, TX

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 controlno commissions or booking fees. They set their rates, choose their availability, and decide who stays in their property every time.

We got our start in 2014 with a focus on traveling nurses and medical professionals. The site grew exponentially during Covid, going from <50,000 homes in 2020 to over 300,000 today, making it one of the fastest growing consumer peer-to-peer marketplaces.

When you join Furnished Finder, you are joining a leadership team with a combined 70+ years of real estate and travel industry experience. As we look ahead to Furnished Finders next chapter of growth, we are seeking talented self-starters who are hungry to grow and learn with this industry-leading team. With roles open in Austin, TX (HQ) and remote, we are growing fast and would love to consider you for our team!

Job 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 teams 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 either by focusing on short-term engagement strategies or building long-term relationships.

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.

The ideal candidate is a strategic thinker with hands-on leadership experience in customer success, retention, account expansion, or portfolio management. This role will report to our Chief Operating Officer.

Responsibilities:

Customer Success Strategy & Execution

• Own, 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 (Dashboard notifications, email, SMS) as well as the optimization of customer experience touchpoints across their journey at Furnished Finder.

Leadership & Team Development

• Lead and develop a team of agents focused on customer engagement, listing activation, and retention.Set clear performance goals and standards for the team, including increased renewal rates, higher paid to live rates, and improved tenant demand.
• 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, a bias for action and ownership, and business results.

Customer Engagement & Retention Initiatives

• Increase Listing Paid to Live %
• Develop strategies to engage customers post-purchase who have not published their listing and get their listings published.
• Work with Marketing and Product to advocate for and prioritize outreach initiatives that encourage listing completion. This includes quantifying estimated impact and value.
• Customer Value & Demand Generation.
• 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.
• Provide simple, effective, and structured consultation playbooks with actionable recommendations for photo optimization, pricing strategies, and description improvements.
• Track and report post-call performance improvements, tracking measurable value to customers.
• Prevent Churn and Drive Re-engagement
• Partner with Data and Operations Excellence to develop and use predictive churn models to identify customers at high risk of cancellation.
• Implement targeted and prioritized outreach campaigns for accounts with failed payments, expired subscriptions, or inactive listings
• Partner with Marketing to execute email/SMS re-engagement strategies, reinforcing the value of Furnished Finder.

Key Account Growth & Portfolio Expansion

• Develop 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.
• Build strong relationships with multi-property owners and corporate landlords, ensuring they receive personalized support to scale their business on the platform.
• Collaborate with Marketing and Sales teams to create targeted engagement initiatives for high-potential accounts.
• Monitor and report on portfolio expansion trends, adjusting strategy as needed to drive long-term success.

Performance Tracking & Continuous Improvement

• Define and track key performance indicators (KPIs), including:
• Renewal rates for customers engaged by the team.
• Conversion rates for listings who go live post-intervention.
• Post-consultation improvements in lead volume, inquiry response rates, and overall demand.
• Use data-driven insights to optimize customer outreach strategies and improve retention.
• Ensure accurate documentation of customer interactions and action plans to track impact and refine approaches.

Qualifications:

• Bachelors degree
• 5+ 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.
• Experience leading a team in a metric-driven environment.
• Experience leading and coaching remote teams.
• Experience in real estate, property management or marketplaces is strongly desired.
• Excellent communication and coaching skills, with a passion for developing high-performing teams.
• Ability to work cross-functionally with Marketing, Product, and Operations Excellence to optimize customer success initiatives.
• Familiarity with customer engagement tools, telephony, CRM systems, and predictive churn analytics.

Furnished Finder is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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