Regional Host Account Manager
About The Position
PadSplit is hiring a Regional Host Account Manager to lead a team of Host Account Managers responsible for helping hosts succeed across an assigned region. This is a player-coach leadership role where you'll develop high-performing people, improve regional business outcomes, and ensure hosts receive a consistent, high-quality experience while advancing PadSplit's mission to solve the affordable housing crisis. We're looking for a leader who has done the work themselves and knows how to coach others through it. You're someone who enjoys developing people, making data-driven decisions, and balancing operational execution with strategic thinking. You set a high bar for performance, give direct and thoughtful feedback, and genuinely care about helping both your team and your hosts succeed.
Requirements
- 5+ years in Customer Success, Account Management, Client Success, or Host Relationship Management, including at least 2 years leading people.
- Demonstrated success developing individuals into high-performing team members through consistent coaching and feedback.
- Comfortable managing competing priorities while balancing people leadership with operational execution.
- Able to interpret performance metrics, identify trends, and translate insights into clear actions for your team.
- Strong background managing high-touch customer or client relationships in fast-paced, service-oriented environments.
- Exceptional written and verbal communication with the ability to influence direct reports, cross-functional partners, and senior leadership.
- Passion for PadSplit's mission and a willingness to stay close to the work while continuously improving the host experience.
Nice To Haves
- Experience in property management, hospitality, real estate, or marketplace businesses is strongly preferred.
Responsibilities
- Lead Your Team — Coach, develop, and manage a team of Host Account Managers while creating a culture of accountability, growth, and high performance.
- Drive Performance — Monitor regional KPIs including occupancy, retention, CSAT/NPS, ticket responsiveness, and portfolio health, using data to improve results.
- Coach Consistently — Conduct regular one-on-ones, performance reviews, and coaching conversations that help your team continuously improve.
- Resolve Escalations — Serve as the senior escalation point for complex host issues while partnering with Senior Host Experience Managers on challenging situations.
- Improve Portfolio Health — Monitor trends across your regional portfolio, proactively identifying risks and implementing solutions before issues escalate.
- Partner Cross-Functionally — Work closely with Product, Operations, Trust & Safety, Member Support, and Data teams to improve the overall host experience.
- Build the Team — Support hiring, onboarding, and ramping new Host Account Managers while helping establish consistent operating standards.
- Lead by Example — Stay close to the work by understanding policies, workflows, and platform capabilities so you can effectively support your team and model excellence.
Benefits
- Fully remote position
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
