Customer Success Manager - Hospitality and Property Management Technology

About the Role

EqualAccess is collaborating with an innovative and rapidly expanding technology firm revolutionizing management of short-term rental and boutique hospitality portfolios. Their platform centers on smart automation, operational efficiency, and enhancing guest experiences. Currently, they are completely redeveloping their core technology stack. This is an actively evolving product environment backed by significant investment and driven by an AI-focused culture influencing all teams.

Role Overview

The Customer Success Manager will be responsible for managing the entire onboarding process for new clients, from contract signing through a successful launch of the platform. Duties include conducting kickoff meetings, guiding configuration and training, and creating project plans. Close collaboration with the Customer Success and Solutions Lead is essential to streamline and standardize onboarding practices. This hands-on, customer-facing position requires building and operating the onboarding system simultaneously.

This position exclusively focuses on onboarding, not account renewals or sales expansions. Bringing structure proactively is crucial.

What This Role Entails

• Take full ownership of customer onboarding from contract through go-live.
• Lead kickoff calls, configuration walkthroughs, training sessions, and launch activities.
• Develop and oversee onboarding project plans, checklists, and schedules.
• Employ AI tools like Claude and Notion AI to draft communications, summarize meetings, organize documentation, and automate repetitive tasks.
• Collaborate with leadership to continually improve onboarding playbooks and resources.
• Provide direct feedback from customer experiences to influence product development.

What This Role Does Not Include

• Managing renewals, upselling, or commercial account management.
• Functioning as a reactive support or helpdesk resource.
• Receiving pre-established onboarding processes — you must create structure.
• Remote or hybrid work is not available; the role is fully on-site in New York City.
• Treating AI tools as optional when efficiency improvements depend heavily on them.

Required Experience and Qualities

• Between 1 and 3 years in SaaS onboarding, customer success, account management, consulting, or similar customer-facing roles.
• Capability to independently manage customer meetings from start to finish.
• Familiarity with CRM and customer success tools such as HubSpot, Intercom, Notion, or Zendesk.
• Daily experience using AI-powered tools like Claude or ChatGPT for communication drafting, meeting summarization, documentation, and process automation.
• Highly organized with attention to detail, managing multiple clients without oversight gaps.
• Excellent, clear communication skills with customers and internal teams.
• Bonus skills: Experience with no-code/low-code automation platforms (e.g., Zapier, n8n) and background in hospitality or property management sectors.

Compensation and Benefits

• Base salary between $100,000 and $115,000 annually.
• Uncapped commission potential with total on-target earnings ranging from $130,000 to $140,000.
• Equity stakes in the company.
• 401(k) match program.
• Health insurance coverage.

Additional Information

EqualAccess is committed to supporting candidates beyond placement, providing three months of post-hire coaching and career assistance to ensure ongoing success and development.