Head of Customer Success

About the Role and Company

Join a dynamic and rapidly expanding technology-driven luxury short-term rental company dedicated to delivering outstanding five-star guest experiences. The company manages an exclusive portfolio of vacation properties, emphasizing operational excellence, automation, and data-guided decision-making. The culture prioritizes swift execution, accountability, meritocracy, and continuous performance improvement to elevate the guest experience to world-class standards.

Key Responsibilities

• Increase the Net Promoter Score (NPS) to 70 or higher within six months.
• Maintain guest Customer Satisfaction (CSAT) scores at or above 4.95 consistently.
• Ensure swift guest issue resolution, targeting over 90% solved within 15 minutes.
• Drive growth in repeat bookings by 20% year over year.
• Generate at least 15% of new reservations through referrals by the end of the year.
• Keep review scores on platforms like Airbnb, Booking.com, and Google at or above 4.9 throughout the portfolio.
• Implement proactive communication strategies to reduce escalations by 25%.
• Develop standardized guest interaction playbooks including VIP touchpoints, pre-arrival, and post-stay protocols.
• Launch a guest insights dashboard achieving 90% adoption across teams to enhance data-driven customer experience management.
• Expand and scale the Customer Success team by establishing a “Guest Success Academy” program to accelerate new associate onboarding to full productivity within 30 days.

Required Expertise

• Proven leadership in customer success or guest experience within luxury hospitality, boutique hotels, or technology-enabled short-term rental sectors.
• Strong track record improving KPIs such as NPS, CSAT, customer retention, repeat bookings, and referral metrics through analytical and data-driven methods.
• Capability to design scalable operational processes and handle complex guest escalations effectively, including creating comprehensive playbooks for consistent high-quality service.

Preferred Qualifications

• Experience developing and implementing customer loyalty and referral programs that enhance revenue streams.
• Skilled in managing online reputation and maintaining superior guest ratings across multiple review platforms.
• Background in training and developing Customer Success teams, including creating onboarding platforms and standard operating procedures to improve overall team performance.