[Remote] Host Account Manager

Note: The job is a remote job and is open to candidates in USA. PadSplit is hiring a Host Account Manager to serve as the strategic partner and primary point of contact for a portfolio of hosts. The role owns host relationships from activation through retention, driving host performance and satisfaction, resolving issues, and supporting growth through proactive, data-informed account management.

Responsibilities

• 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
• Conduct regular performance check-ins, including structured reviews aligned to host goals and PadSplit benchmarks
• Drive host accountability on key metrics including attainable occupancy, bookability flags, rejection rates, move-in ratings, and member retention
• Partner with hosts on portfolio growth, including conversations about adding new properties and expanding their PadSplit footprint
• Serve as the host’s internal advocate, surfacing feedback and trends to product, operations, and leadership
• 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
• Apply PadSplit policies thoughtfully, explaining both the “what” and the “why” in a way that builds understanding and trust rather than resentment
• Guide hosts on pricing strategy, occupancy optimization, listing quality, rejection rate management, and platform best practices using both data and platform knowledge
• Monitor host and property performance using PadSplit’s data tools, identifying risks and opportunities before they become problems
• Lead an intro call for every new host in your portfolio, establishing the relationship and setting expectations from day one
• Guide new hosts from the beginning, covering pricing, room standards, rejection rate drivers, and mission-critical success requirements
• Prepare hosts for their first members: responsiveness standards, room readiness expectations, and move-in experience requirements
• Educate new hosts on member outcome drivers including safety compliance, pricing discipline, and platform behaviors that directly improve member, host and company outcomes
• Navigate complex, nuanced host situations that require investigation, sound judgment, and fair resolution
• Escalate and coordinate resolution of issues that require cross-functional support, working with member support, trust and safety, payments, and legal teams where appropriate
• Manage emotionally charged conversations with empathy, composure, and directness, holding firm on policy while maintaining the relationship
• Document ticket details and resolutions accurately, maintaining clear records across all host interactions
• Identify patterns in host concerns and flag systemic issues to inform process, policy, or product improvements
• Contribute to the development of scalable playbooks, talk tracks, macro responses, and best practices as this function matures
• Participate in weekly team syncs to share what is working, surface friction points, and iterate on the program in real time

Skills

• 3+ years of account management, customer success, or high-touch client relationship experience
• 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
• Proven ability to manage a large book of relationships with a proactive, not reactive, approach
• Comfortable using data to tell a story and drive a conversation. You can translate performance metrics into clear, actionable guidance a host can act on today
• Ability to analyze incomplete or conflicting information, apply policies thoughtfully in nuanced scenarios, and arrive at fair, defensible decisions
• Skill in balancing compassion with clarity, especially when delivering difficult or unpopular outcomes. You hold firm on policy while making the host feel heard
• Clear, confident written and verbal communication tailored to diverse audiences. You build trust quickly and handle difficult conversations without escalating unnecessarily
• Highly organized with the ability to prioritize across a large portfolio without dropping the ball on high-value or high-risk relationships
• Genuine belief in PadSplit's mission and an understanding of what it means to operate in the affordable housing space
• Motivated by the idea of building something new and improving it as you go. This function is being built from the ground up and you will help shape it
• Background in real estate, property management, hospitality, or a platform-based marketplace is strongly preferred

Benefits

• Fully remote position
• Equity incentive plan
• 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-off (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

Company Overview