Host Account Manager

Job Overview

The Role We Need PadSplit is hiring a Host Account Manager to serve as the dedicated strategic partner and primary point of contact for a portfolio of PadSplit hosts.

This is a newly created role at the heart of our Host Success model, designed to shift how we support all hosts from reactive problem-solving to proactive, relationship-driven account management.

Job Description

You will own the full host relationship from activation through long-term retention. But owning the relationship means more than managing check-ins and reviewing dashboards.

It means being a trusted partner and the person your hosts call when something goes wrong, someone who knows the platform, the policies, and the fee structures well enough to provide clear answers on the spot.

This role is critical to ensuring every host in your book of business has what they need to thrive on the platform, and that they feel it.

You are proactive by nature, the kind of person who spots a problem in a dashboard before a host ever has to call about it.

You are also comfortable in the reactive moments: a confused host on the phone about a payout deduction, a complex situation involving a member that requires judgment and empathy in equal measure, a policy question that does not have a clean answer.

You handle those moments with the same professionalism you bring to your scheduled portfolio reviews. You understand that being a trusted partner requires genuine knowledge. You do not escalate everything, and you do not guess.

Key Responsibilities

• The Role We Need PadSplit is hiring a Host Account Manager to serve as the dedicated strategic partner and primary point of contact for a portfolio of PadSplit hosts.
• This is a newly created role at the heart of our Host Success model, designed to shift how we support all hosts from reactive problem-solving to proactive, relationship-driven account management.
• You will own the full host relationship from activation through long-term retention.
• You will be measured on the outcomes that matter most: your response times, occupancy performance, host satisfaction, churn reduction, and portfolio retention.
• The Person We Are Looking For We are looking for a relationship-first operator who leads with data, follows through with hustle, and knows the product, policies, and PadSplit member outcomes well enough to earn a host’s trust in the first conversation.
• You build the platform and policy fluency to be the person who actually resolves the issue, and you know when escalation is the right call.
• Here’s What You’ll Do Day-to-Day ACCOUNT MANAGEMENT AND RELATIONSHIP OWNERSHIP Own and manage a dedicated portfolio of PadSplit hosts, serving as their primary named point of contact for support ticket escalation and resolution, policy adherence and understanding, and overall portfolio direction Provide the right information at the right time, becoming a partner and strategic advisor of PadSplit Build proactive, trust-based relationships that reduce churn and increase host lifetime value.
• Serve as the host’s internal advocate, surfacing feedback and trends to product, operations, and leadership.

Required Skills and Qualifications

• You understand that being a trusted partner requires genuine knowledge.
• PLATFORM, POLICY, AND FINANCIAL FLUENCY Maintain deep working knowledge of PadSplit’s platform, fee structures, payout mechanics, and host-facing policies, with the ability to explain decisions clearly and confidently.
• Serve as a knowledgeable, trusted point of contact for hosts navigating financial questions, policy inquiries, and operational challenges.
• Guide hosts on pricing strategy, occupancy optimization, listing quality, rejection rate management, and platform best practices using both data and platform knowledge.
• Prepare hosts for their first members: responsiveness standards, room readiness expectations, and move-in experience requirements.
• Here’s What You’ll Need to Be Successful Account Management or Customer Success Background: 3+ years of account management, customer success, or high-touch client relationship experience.
• Platform and Policy Fluency: Ability and willingness to develop deep working knowledge of PadSplit’s product, fee structures, and policies, and to use that knowledge in live host conversations.
• Empathetic Directness: Skill in balancing compassion with clarity, especially when delivering difficult or unpopular outcomes.

Benefits and Perks

• Compensation, Benefits, and Perks: Fully remote position - we swear!
• Competitive compensation package including an equity incentive plan and company-wide bonus opportunity National medical, dental, and vision healthcare plans Company provided life insurance policy Optional accidental insurances, FSA, and DCFSA benefits Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays 401(k) plan Twelve (12) weeks of paid time off for both birth and non-birth parents The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis Compensation Compensation is based on the role's scope, national market benchmarks, the person's expertise and experience, and the impact of their contributions to our business goals.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

PadSplit is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.