Head of Customer Success

We’re looking for an analytical and process-minded, customer-centric leader who is energized by the challenges of delivering high quality support to SMB’s and consumers in the long tail short-term rentals industry.


The Role

MyVR is on a mission to deliver the most powerful and user-friendly property management and distribution software for operators of short-term rentals. Our customers rely on us to deliver the features they need, ensure they’re operational, and provide them the guidance and support access they need to be successful using our tools.


Given the long-tail nature of the short-term rental industry, delivering scalable and effective Customer Success is absolutely vital to the long-term success and profitability of the company. This role requires a unique blend of strategy and creativity, along with implementation and execution.


Responsibilities

  • Executive team member contributing to company leadership, strategy, and execution
  • Implement and improve customer success processes, metrics, and tools
  • Build, train, and manage customer success team members
  • Inspire customer success across all functions in the organization
  • Oversee customer success team activities:
  • Respond to and resolve customer support tickets
  • Verify bug reports & manage bug resolution process w/ devs
  • Build out support documentation (tutorials, FAQ’s, videos, etc)
  • Oversee community forum, respond/resolve inquiries, engage/incentivize super users & service providers to handle inquiries
  • New member & a la carte training
  • Manage onboarding process (new client and a la carte partner integrations)
  • Client feedback & metrics
  • Manage service requests (services provided by MyVR or 3rd parties via our Services Marketplace)


Required Experiences & Skills

  • 5+ years experience within customer support/success leadership role
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Solid communication and presentation skills
  • Strategic thinker, but willing to roll up sleeves and contribute
  • Ability to enhance effectiveness and efficiency through process and technology
  • Enthusiastic team leader who can inspire others
  • SMB or B2C experience
  • Analytical and process-oriented problem solver
  • Diplomatic, poised, and professional - even when under pressure
  • Adheres to MyVR values: accountability, passionate execution, openness, unyielding integrity, and empathy


Bonus points if you have:

  • Six Sigma certification
  • Computer science or other technical degree
  • Experience within the accommodations industry


The Company:

MyVR is a cloud-based software solution for owners and property managers in the private accommodations industry. From a centralized dashboard, MyVR customers can manage 30+ premium listing sites (including AirBnB, HomeAway, and VRBO), launch their own direct sales channels, and automate renter communications and day-to-day workflow. MyVR's open and extensible platform allows customers to integrate their in-house tools and connect to best-of-breed third party apps, while retaining control of their data in a centralized workspace. MyVR is a backed by True Ventures, Y Combinator, SV Angel, and numerous angel investors.




To apply, email careers@myvr.com with the subject "Head of Customer Success".

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