Client Success Manager

Own the relationship. Lead the team. Shape the experience. At Stayhub, we don't just manage short stay properties- we create exceptional experiences for both property owners and guests. We're looking for a Client Success Manager to join our leadership team in a newly created role that brings together people leadership, client relationships, operational excellence, and commercial thinking. Reporting directly to the General Manager, you'll be the vital link between our Property Management and Guest Services teams, our outsourced Revenue Managers, and our property owners. You'll translate strategy into action, create seamless customer experiences, and help build the systems and processes that support our continued growth. If you're a natural relationship builder ready to take the next step into leadership, we'd love to hear from you. What You'll Be Doing Lead and Develop the Team Lead, coach and support our Property Managers and Guest Services Coordinators. Build capability through training, mentoring and clear operating procedures. Develop reporting and performance measures that provide visibility and accountability. Foster a collaborative, high-performing team culture. Build Trusted Client Relationships Become the trusted contact for property owners and guests at escalation point. Take ownership of complex conversations and see issues through to resolution. Keep owners informed through proactive communication and outstanding service. Build lasting relationships based on trust and transparency. Connect Revenue Strategy with Exceptional Service Act as the bridge between property owners and our outsourced Revenue Managers. Translate pricing and performance data into meaningful business conversations. Identify opportunities to improve occupancy, revenue and owner satisfaction. Support owners to maximise the performance of their investment. Monitor occupancy, ADR, RevPAR, guest reviews and overall portfolio health. Identify trends, risks and opportunities before they become issues. Partner with our Key Account Manager to strengthen owner relationships and improve retention. Champion initiatives that enhance guest experiences and owner returns. Improve the Guest Experience Monitor guest reviews across Airbnb, Booking.com and other booking platforms. Work closely with Operations, Housekeeping and Maintenance teams to continuously improve standards. Recommend enhancements including technology, styling and photography to increase guest satisfaction. What You'll Bring We're looking for someone who genuinely enjoys working with people and is ready to step into a leadership role. You’ll have: Proven experience in Client Success, Account Management, Relationship Management or a customer-focused leadership role. Outstanding communication skills with the confidence to build trust at all levels. Experience mentoring, supervising or leading others, either formally or informally. Strong organisational skills and the ability to manage multiple priorities. A calm, solutions-focused approach and the ability to navigate challenging conversations professionally. Bonus Points If You Have Experience in hospitality, hotels or short-term accommodation. An understanding of occupancy, ADR, RevPAR or revenue management concepts. Experience using CRM systems such as HubSpot or Monday.com. Why Join Stayhub? At Stayhub, our values guide everything we do: Restless for Best Trust Through Transparency Strong Together Innovation That Adds Value Experiences That Inspire This is an opportunity to genuinely shape how our business operates. You'll work alongside an experienced leadership team, influence business decisions, and help build a culture focused on exceptional service and continuous improvement. If you're looking for your first or next leadership opportunity where your ideas matter and your impact is visible, we'd love to meet you. Please note: Applicants must have the legal right to work in New Zealand. We are unable to consider applications from candidates who require visa sponsorship or employer-supported work visas for this position. #J-18808-Ljbffr