SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
PadSplit is hiring a Host Account Manager to serve as the dedicated strategic partner and primary point of contact for a portfolio of hosts on the PadSplit platform. This is a newly created role designed to shift host support from reactive problem-solving to proactive, relationship-driven account management.
You will own the full host relationship from activation through long-term retention, serving as a trusted partner who hosts call when something goes wrong. You will be measured on response times, occupancy performance, host satisfaction, churn reduction, and portfolio retention.
Day-to-day responsibilities include:
**Account Management and Relationship Ownership**: Own and manage a dedicated portfolio of hosts, serving as their primary point of contact for support escalation and resolution. Provide strategic guidance and build proactive, trust-based relationships that reduce churn and increase lifetime value. Conduct regular performance check-ins aligned to host goals and company benchmarks. Drive accountability on key metrics including occupancy, bookability, rejection rates, move-in ratings, and member retention. Partner with hosts on portfolio growth and serve as their internal advocate, surfacing feedback to product, operations, and leadership.
**Platform, Policy, and Financial Fluency**: Maintain deep working knowledge of PadSplit's platform, fee structures, payout mechanics, and host-facing policies. Serve as a knowledgeable point of contact for financial questions, policy inquiries, and operational challenges. Apply policies thoughtfully, explaining both the "what" and "why" to build understanding and trust. Guide hosts on pricing strategy, occupancy optimization, listing quality, and platform best practices using data and platform knowledge. Monitor performance using data tools to identify risks and opportunities proactively.
**New Host Activation**: Lead intro calls for every new host in your portfolio, establishing relationships and setting expectations from day one. Guide new hosts through pricing, room standards, rejection rate drivers, and success requirements. Prepare hosts for their first members, covering responsiveness standards and move-in experience expectations. Educate hosts on member outcome drivers including safety compliance and platform behaviors.
**Issue Resolution and Escalation**: Navigate complex host situations requiring investigation, sound judgment, and fair resolution. Escalate and coordinate resolution of issues requiring cross-functional support. Manage emotionally charged conversations with empathy, composure, and directness. Document interactions accurately and identify patterns to inform process, policy, or product improvements.
**Team and Program Development**: Contribute to developing scalable playbooks, talk tracks, and best practices as this function matures. Participate in weekly team syncs to share insights and iterate on the program.
**Requirements**:
- 3+ years of account management, customer success, or high-touch client relationship experience
- Background in real estate, property management, hospitality, or platform-based marketplace strongly preferred
- Ability and willingness to develop deep working knowledge of PadSplit's product, fee structures, and policies
- Proven ability to manage a large book of relationships with a proactive approach
- Comfortable using data to tell a story and drive conversations
- Ability to analyze incomplete or conflicting information and apply policies thoughtfully in nuanced scenarios
- Skill in balancing compassion with clarity, especially when delivering difficult outcomes
- Clear, confident written and verbal communication tailored to diverse audiences
- Highly organized with ability to prioritize across a large portfolio
- Genuine belief in PadSplit's mission and understanding of the affordable housing space
- Growth mindset and motivation to build something new
