Host Account Manager (Remote - US only)

Candidates must be authorized to work in the US, as the employer uses E-Verify. A fast-growing affordable housing company is creating a new position to act as the main point of contact for a portfolio of property hosts on its platform. The role focuses on moving host support from reactive problem-solving to proactive, relationship-driven account management. The person in this role owns each host relationship from onboarding through long-term retention.

What you'll do

• Serve as the named primary contact for a portfolio of hosts, handling support escalations, policy questions and overall portfolio direction.
• Run intro calls for new hosts and set expectations on pricing, room standards, responsiveness and move-in requirements.
• Hold regular performance check-ins and track metrics such as occupancy, booking flags, rejection rates, move-in ratings and retention, turning them into clear next steps for hosts.
• Explain platform fee structures, payout mechanics and host policies clearly, including the reasons behind decisions.
• Investigate complex host situations, coordinate with cross-functional teams such as member support, trust and safety, payments and legal, and document outcomes accurately.
• Share recurring host feedback and trends with product, operations and leadership, and help build playbooks and talk tracks for the new function.

What you need

• 3+ years of account management, customer success or high-touch client relationship experience; background in real estate, property management, hospitality or a marketplace platform is a strong plus.
• Working knowledge of, or willingness to learn, a platform's product, fees and policies, and the judgment to know when to escalate.
• Comfortable using data to guide conversations and translate performance metrics into actions a host can take.
• Strong written and verbal communication, with the ability to stay calm and empathetic while holding firm on policy in difficult conversations.
• Highly organized, able to manage a large book of relationships without dropping high-risk accounts.
• Authorization to work in the United States; the employer participates in E-Verify.

How to apply

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