Vice President of Customer Success

Company Description
Host Genius 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.

Host Genius 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 Q  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 Q  systems

Experience in high-touch, relationship-driven accounts

Minimum qualifications:

6–10 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

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