Customer Success Associate (Remote, EMEA)

About the role

Hostaway is looking for a Customer Success Associate to support its SMB customers across key EMEA markets. This fully remote position requires you to work within the Central European Timezone and collaborate with an international team.

Key responsibilities

• Handle incoming requests via the ticketing system, including cancellations, discount requests, contract negotiations, and optimization calls.
• Provide support to SMB customers in English, French, and Spanish, ensuring clear and professional communication.
• Drive product adoption through proactive, content‑driven communications and scheduled optimization calls.
• Identify renewal barriers, work with customers to overcome them, and focus on churn prevention.
• Maintain high responsiveness and advocate for customer needs internally.

Required profile

• 2+ years of experience in Customer Success, Account Management, or Renewals within a SaaS environment.
• Proven ability to manage a high volume of customer interactions in a fast‑moving setting.
• Excellent organizational skills and the capacity to prioritize multiple accounts.
• Problem‑solving mindset with the ability to simplify complex issues for customers.
• Professional fluency in English, French, and Spanish.
• Comfort working remotely with an international team.
• Experience in the short‑term rental (STR) industry is a strong plus.

Required skills