Customer Success Manager

About Wander

Wander is revolutionizing the $100 B+ short‑term rental industry. We curate every aspect of the guest experience—from our smart homes to our intuitive booking platform. Our mission is to help people find their happy place, and our vision is to create the infrastructure for people to experience the world.

Backed by top‑tier investors and led by experienced startup veterans, we're a tight‑knit, remote‑first team united by our passion for travel, technology, and creating unforgettable experiences.

About the role

Wander is building WanderOS — a modern, conversion-focused website and booking engine built specifically for professional property managers. We meet operators at the most pivotal moment of their business: turning traffic into bookings and owning demand.

WanderOS combines proven design, SEO, and AI-powered optimization to materially increase conversion rates, drive incremental bookings, and reduce reliance on third-party OTAs. Our customers use Wander Sites as a true revenue engine for their portfolio, not just a marketing site.

We're hiring a full-time Customer Success Manager (CSM) to own the post-sale relationship with our property manager customers. You'll be the strategic partner who ensures operators realize measurable ROI from WanderOS and the broader Wander product suite — driving adoption, retention, and expansion across your book of business.

This role sits at the intersection of customer outcomes and revenue growth. You'll onboard new customers, drive product adoption, surface expansion opportunities, and ensure our operators see Wander as essential infrastructure for their business. You'll also be a critical feedback loop between our customers and the product, positioning, and GTM teams.

What you'll do

• Own a portfolio of property manager accounts end-to-end: onboarding → adoption → renewal → expansion
• Drive product adoption and usage of WanderOS and broader Wander products, ensuring customers realize measurable improvements in conversion rates, direct bookings, and revenue
• Build and execute strategic success plans tailored to each customer's portfolio size, goals, and growth trajectory
• Proactively monitor account health, identify risk early, and execute save plays to protect retention
• Identify and close expansion opportunities — upsells, cross-sells, and incremental product adoption — within your book of business
• Own gross and net retention targets, consistently hitting (and exceeding) quarterly goals
• Conduct regular business reviews that tie Wander's products back to ROI, booking performance, and reduced OTA dependency
• Serve as the voice of the customer internally — surfacing product feedback, competitive dynamics, and positioning insights to product and GTM teams
• Partner closely with Account Executives to ensure smooth handoffs and a seamless customer experience from sale to go-live
• Help define and refine the customer success playbook as the function scales — onboarding workflows, health scoring, expansion motions, and renewal processes
• Win renewals and grow accounts despite evolving processes, tools, and playbooks

Qualifications

• 3–5+ years of experience in a Customer Success, Account Management, or post-sale SaaS role with ownership of retention and expansion targets
• Proven track record of driving net revenue retention and reducing churn within a book of business
• Strong ability to build strategic relationships with operators and decision-makers who think in terms of ROI and business outcomes
• Experience driving product adoption and tying platform usage to measurable customer results
• Comfort navigating commercial conversations — renewals, upsells, and pricing discussions
• Experience with SaaS, digital products, or technology platforms (proptech, marketing tech, SEO/web products a plus)
• Data-driven approach to account management — you use health metrics, usage data, and business performance to prioritize your time
• Highly motivated, resourceful, and accountable — you don't wait to be told what to do
• Strong executive presence and communication skills
• Excellent time management, prioritization, and portfolio discipline
• Team-oriented mindset with willingness to contribute to process and GTM evolution