Technical Customer Success Manager at Airbnb

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: The Airbnb for Real Estate (A4RE) team is an entrepreneurial group within Airbnb, pioneering the integration of Airbnb as an amenity for properties. Our mission is to help real estate partners drive revenue, increase leasing velocity, and offer flexibility to tenants all over the world. We are fast-moving, passionate about serving our hosts and partners, and committed to changing the way people live! The Difference You Will Make: As the Technical Customer Success Manager (TCSM) for the Real Estate team, you’ll be at the intersection of technology, implementation, and customer success. You will ensure our property partners are onboarded efficiently, receive ongoing technical support, and drive measurable value through proactive engagement. You will work cross functionally with Sales, Account Management and Supply Operations teams to deliver outstanding experiences across a portfolio of accounts. A Typical Day: Implementation & Onboarding • Work with the account manager during the implementation phase for new and existing real estate partners, ensuring seamless onboarding of properties. • Manage multiple simultaneous onboarding projects, maintaining high quality and timely delivery. • Participate in partner onboarding calls to capture requirements and configure property accounts. • Analyze onboarding data to determine optimal configurations and proactively identify blockers. • Configure property settings in internal tools, maintaining accurate data in Salesforce, Airtable, and onboarding systems. • Oversee peer QA processes to validate correct implementations. • Notify relevant stakeholders of any issues or missing data that might delay projects. Maintenance & Support • Execute regular audits on property inventory, content, and configurations. • Perform updates, activations, and deactivations for listings and floor plans as required. • Manage support queues, including on-call rotations and escalation of complex technical requests. • Ensure data accuracy in marketing feeds and building/unit addresses (ex. Yardi RentCafe, Rent Roll Report) • Manage and process support requests by updating property configurations or changing listing statuses as needed. • Work closely with engineering teams to resolve complex or technical problems beyond standard workflows. Technical Customer Success • Act as a technical product expert and trusted advisor for assigned accounts. • Respond quickly to partner inquiries and technical issues, coordinating resolutions across teams. • Support Sales on-demand by identifying growth opportunities and potential risks. • Proactively monitor account health, leveraging data-driven insights to drive retention and expansion. • Lead or participate in digital engagements (trainings, webinars, targeted campaigns) to educate partners and share best practices. • Maintain regular communication with partners, providing updates and strategic guidance throughout their journey. Cross-Functional Collaboration & Enablement • Share customer insights and feedback to inform product development and improve internal processes. • Collaborate with cross-functional teams to ensure seamless customer journeys. • Contribute to team knowledge bases, enablement initiatives, and process documentation. Your Expertise: • 5+ years of B2B customer success, implementation, or technical account management experience (SaaS or Real Estate preferred). • 3+ years of project management experience • Strong technical aptitude: comfortable with tools such as Google Suite, Salesforce, Asana and Airtable • Excellent written and verbal communication skills. • Demonstrated ability to manage multiple projects/accounts in a fast-paced environment. • Analytical mindset with keen attention to detail and a solution-oriented attitude. • Ability to quickly build trust and rapport with customers, acting as their advocate. • Proactive, adaptive, and able to operate independently with minimal guidance. • Bachelor’s degree. Preferred Qualifications: • Experience supporting real estate or multifamily operator accounts. • Familiarity with property management systems or real estate technology platforms. (Syndication Tools, Yardi RentCafe, Entrata ILS Portal) • Experience running webinars, office hours, or scalable customer engagement programs. • API & Integration Knowledge: Ability to understand API documentation, REST/SOAP, JSON and test tools like Postman or CURL. • Familiarity with relational databases, SQL queries, and structured data environments Your Location: This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [Upgrade to PRO to see contact]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range$106,000—$125,000 USD