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PadSplit is seeking a Host Account Manager for Emerging Products to serve as the strategic partner and primary point of contact for a portfolio of hosts on the PadSplit platform. This newly created role sits at the center of the Host Success model, shifting support from reactive problem-solving to proactive, relationship-driven account management.
You will own the complete host relationship lifecycle from activation through long-term retention. This extends beyond administrative check-ins and dashboard reviews—you will be a trusted advisor hosts turn to when issues arise, equipped with deep knowledge of the platform, policies, and fee structures to provide immediate, accurate answers. Success is measured on response times, occupancy performance, host satisfaction, churn reduction, and portfolio retention.
The ideal candidate is a relationship-first operator who leads with data and executes with hustle. You combine proactive problem-spotting (identifying issues in dashboards before hosts report them) with composure in reactive moments—handling confused hosts, complex member situations, and nuanced policy questions with equal professionalism. You build genuine platform and policy fluency rather than escalating everything; you know when to resolve issues directly and when escalation is appropriate.
You understand the stakes of affordable housing and believe in PadSplit's mission. You are comfortable with ambiguity, make sound judgments under pressure, and earn host trust through demonstrated expertise and follow-through. This role requires someone who can balance strategic relationship management with hands-on problem-solving.
