Job Title

Company Description HostGenius is an anti-franchise platform for professional vacation rental managers. We provide shared technology, revenue management and operational infrastructure that help independent property management companies scale more efficiently without giving up their brand, equity or control. Unlike traditional franchises, we do not take a revenue share, impose branding requirements or lock partners into restrictive structures. Our partners remain independent operators while benefiting from collective strength, centralized systems and technology. HostGenius does not manage properties directly. We support the operators who do. Company metrics: $0 $3M ARR in 15 months 300%+ YoY growth 90 NPS 98% logo retention As VP of Customer Success, you own retention, expansion, and customer health across the company. You are responsible for building the playbook, the team, and the systems that maintain net revenue retention above 150% while maintaining gross retention above 95% as we scale. You report directly to the CEO. WHAT THIS ROLE OWNS You are accountable for: Net Revenue Retention (NRR) Gross Retention Churn percentage Expansion revenue Customer health scoring Onboarding time-to-value Community engagement metrics CORE RESPONSIBILITIES Retention and Expansion Strategy Design and implement churn prevention systems Build expansion playbooks (upsells, add-ons, cross-sells) Create structured QBR frameworks Implement health scoring models Identify at-risk accounts early and intervene Own save strategy Playbook and Process Building Define the onboarding journey Create 30-60-90 day value milestones Build retention playbooks Standardize Slack and community touchpoints Build escalation workflows Create a Customer Success operating cadence (weekly, monthly, quarterly) Team Leadership and Hiring Hire and manage CSMs and onboarding managers Define CS org structure Set KPIs per team member Run weekly performance reviews Build accountability systems Metrics and Reporting Own the retention dashboard Report NRR, churn, expansion, and onboarding velocity Forecast expansion revenue Present retention metrics in leadership meetings Customer Experience and Community Elevate Slack community engagement Improve value of the network Drive VIP partner program growth Ensure onboarding transitions cleanly into long-term success IDEAL CANDIDATE You have: Built Customer Success at a B2B SaaS company between $2M$20M ARR Owned NRR directly Scaled and led a CS team Improved retention in a measurable way Built structured health scoring and QBR systems Experience in high-touch, relationship-driven accounts Minimum qualifications: 610 years in SaaS 3+ years leading Customer Success teams Demonstrated track record of improving retention IMPORTANT DISTINCTIONS: We are not VC backed, run profitably, so no excessive spending plans. This will be built from ground up. We have 1 CSE. We are growing 15-20% MoM logo growth. High volume. SMB business clients, mid-market ACVs. COMPENSATION BASE: $150,000 $190,000 CAD OTE: $200k$240k CAD Equity: Early-stage equity