[All remote jobs](https://jobicy.com/jobs.md)[![PadSplit logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2021/06/da525286873130ed0b95212896ef55d4.jpg)](https://jobicy.com/company/padsplit.md)[PadSplit](https://jobicy.com/company/padsplit.md) # Host Account Manager Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/padsplit.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 60k–65k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceSeniorPublished25 Oct 2026Apply before24 Nov 2026Listing views45Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. PadSplit seeks a Host Account Manager to own strategic relationships with a portfolio of housing hosts throughout activation, growth, and retention. The role combines customer success, account management, issue resolution, policy guidance, and data-led performance coaching across occupancy, retention, and listing quality. The successful candidate will manage sensitive financial and operational conversations while coordinating escalations with support, trust and safety, payments, legal, and product partners. This is a fully remote, full-time US role requiring at least three years of high-touch account management or customer success experience, ideally in real estate, property management, hospitality, or a marketplace environment. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires independent judgment across a large host portfolio, nuanced policy interpretation, and resolution of emotionally charged operational issues. Success depends on translating platform metrics into credible advice while protecting retention and enforcing standards. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$62,500US market range (per year)$58k–$78k0$85.80k AI insightThe employer discloses an annual base salary range of $60,000–$65,000 USD, with additional variable compensation based on performance. The estimated US market range for a mid-level, high-touch customer success/account management role is $58,000–$78,000 annually; actual pay may vary with property-management expertise, portfolio complexity, and variable-pay design. ## Core skills Skills and capabilities most closely associated with this opportunity. [Account Management](https://jobicy.com/jobs?search_keywords=Account%20Management.md)[Customer Success](https://jobicy.com/jobs?search_keywords=Customer%20Success.md)[Portfolio Management](https://jobicy.com/jobs?search_keywords=Portfolio%20Management.md)[Client Relationship Management](https://jobicy.com/jobs?search_keywords=Client%20Relationship%20Management.md)[Data Analysis](https://jobicy.com/jobs?search_keywords=Data%20Analysis.md)[Performance Reporting](https://jobicy.com/jobs?search_keywords=Performance%20Reporting.md)[Conflict Resolution](https://jobicy.com/jobs?search_keywords=Conflict%20Resolution.md)[Escalation Management](https://jobicy.com/jobs?search_keywords=Escalation%20Management.md)[Policy Interpretation](https://jobicy.com/jobs?search_keywords=Policy%20Interpretation.md)[Property Management](https://jobicy.com/jobs?search_keywords=Property%20Management.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md) Sample interview questionsHow would you identify and address a host at risk of churn before they contact you?I would review leading indicators such as declining occupancy, bookability flags, rejection rates, unresolved tickets, payout concerns, and engagement trends. I would prioritize the underlying drivers, contact the host with a data-backed agenda, agree on specific actions and deadlines, and monitor results through a documented follow-up plan. Describe how you would explain an unpopular payout deduction or policy decision to a host. I would first confirm the facts and applicable policy, then explain the decision plainly and respectfully, including both the outcome and the rationale. I would acknowledge the host’s concern, answer questions without guessing, identify any available next steps, and escalate only when the case requires an exception review or specialist support. How do you use portfolio data to improve host outcomes? I translate metrics into concrete, prioritized actions. For example, I would connect low occupancy to pricing, room readiness, listing quality, or responsiveness; benchmark performance; recommend changes; and review the impact during the next check-in. Tell us about a time you handled a difficult customer or client conversation while maintaining the relationship. In a difficult conversation, I focus on listening for the core concern, clarifying facts, and setting clear expectations about what I can resolve and when. I communicate the decision directly but empathetically, document the interaction, and follow through on every commitment so the client feels heard even when the outcome is not their preferred one. How would you manage a large book of hosts while ensuring high-risk accounts receive appropriate attention? I would segment the portfolio by lifecycle stage, performance risk, revenue or growth opportunity, and issue severity. I would use recurring account cadences and dashboards for proactive outreach, while reserving rapid-response capacity for urgent cases and maintaining detailed notes, tasks, and escalation ownership in the CRM. Opportunity details ## About this role. ### The Role We Need PadSplit is hiring a Host Account Manager to serve as the dedicated strategic partner and primary point of contact for a portfolio of PadSplit hosts. This is a newly created role at the heart of our Host Success model, designed to shift how we support all hosts from reactive problem-solving to proactive, relationship-driven account management. You will own the full host relationship from activation through long-term retention. But owning the relationship means more than managing check-ins and reviewing dashboards. It means being a trusted partner and the person your hosts call when something goes wrong, someone who knows the platform, the policies, and the fee structures well enough to provide clear answers on the spot. You will be measured on the outcomes that matter most: your response times, occupancy performance, host satisfaction, churn reduction, and portfolio retention. This role is critical to ensuring every host in your book of business has what they need to thrive on the platform, and that they feel it. ### The Person We Are Looking For We are looking for a relationship-first operator who leads with data, follows through with hustle, and knows the product, policies, and PadSplit member outcomes well enough to earn a host’s trust in the first conversation. You are proactive by nature, the kind of person who spots a problem in a dashboard before a host ever has to call about it. You are also comfortable in the reactive moments: a confused host on the phone about a payout deduction, a complex situation involving a member that requires judgment and empathy in equal measure, a policy question that does not have a clean answer. You handle those moments with the same professionalism you bring to your scheduled portfolio reviews. You understand that being a trusted partner requires genuine knowledge. You do not escalate everything, and you do not guess. You build the platform and policy fluency to be the person who actually resolves the issue, and you know when escalation is the right call. You believe in PadSplit’s mission and understand what it means to work in the affordable housing space, where the stakes for both hosts and members are real. ### Here’s What You’ll Do Day-to-Day ACCOUNT MANAGEMENT AND RELATIONSHIP OWNERSHIP * Own and manage a dedicated portfolio of PadSplit hosts, serving as their primary named point of contact for support ticket escalation and resolution, policy adherence and understanding, and overall portfolio direction * Provide the right information at the right time, becoming a partner and strategic advisor of PadSplit * Build proactive, trust-based relationships that reduce churn and increase host lifetime value. * Conduct regular performance check-ins, including structured reviews aligned to host goals and PadSplit benchmarks. * Drive host accountability on key metrics including attainable occupancy, bookability flags, rejection rates, move-in ratings, and member retention. * Partner with hosts on portfolio growth, including conversations about adding new properties and expanding their PadSplit footprint. * Serve as the host’s internal advocate, surfacing feedback and trends 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, with the ability to explain decisions clearly and confidently. * Serve as a knowledgeable, trusted point of contact for hosts navigating financial questions, policy inquiries, and operational challenges. * Apply PadSplit policies thoughtfully, explaining both the “what” and the “why” in a way that builds understanding and trust rather than resentment. * Guide hosts on pricing strategy, occupancy optimization, listing quality, rejection rate management, and platform best practices using both data and platform knowledge. * Monitor host and property performance using PadSplit’s data tools, identifying risks and opportunities before they become problems. NEW HOST ACTIVATION * Lead an intro call for every new host in your portfolio, establishing the relationship and setting expectations from day one. * Guide new hosts from the beginning, covering pricing, room standards, rejection rate drivers, and mission-critical success requirements. * Prepare hosts for their first members: responsiveness standards, room readiness expectations, and move-in experience requirements. * Educate new hosts on member outcome drivers including safety compliance, pricing discipline, and platform behaviors that directly improve member, host and company outcomes. ISSUE RESOLUTION AND ESCALATION * Navigate complex, nuanced host situations that require investigation, sound judgment, and fair resolution. * Escalate and coordinate resolution of issues that require cross-functional support, working with member support, trust and safety, payments, and legal teams where appropriate. * Manage emotionally charged conversations with empathy, composure, and directness, holding firm on policy while maintaining the relationship. * Document ticket details and resolutions accurately, maintaining clear records across all host interactions. * Identify patterns in host concerns and flag systemic issues to inform process, policy, or product improvements. TEAM AND PROGRAM DEVELOPMENT * Contribute to the development of scalable playbooks, talk tracks, macro responses, and best practices as this function matures. * Participate in weekly team syncs to share what is working, surface friction points, and iterate on the program in real time. ### Here’s What You’ll Need to Be Successful * Account Management or Customer Success Background: 3+ years of account management, customer success, or high-touch client relationship experience. Background in real estate, property management, hospitality, or a platform-based marketplace is strongly preferred. * Platform and Policy Fluency: Ability and willingness to develop deep working knowledge of PadSplit’s product, fee structures, and policies, and to use that knowledge in live host conversations. * Proactive Portfolio Management: Proven ability to manage a large book of relationships with a proactive, not reactive, approach. You spot the problem before the host calls. * Data-Driven Communication: Comfortable using data to tell a story and drive a conversation. You can translate performance metrics into clear, actionable guidance a host can act on today. * Critical Thinking and Sound Judgment: Ability to analyze incomplete or conflicting information, apply policies thoughtfully in nuanced scenarios, and arrive at fair, defensible decisions. * Empathetic Directness: Skill in balancing compassion with clarity, especially when delivering difficult or unpopular outcomes. You hold firm on policy while making the host feel heard. * Strong Communication: Clear, confident written and verbal communication tailored to diverse audiences. You build trust quickly and handle difficult conversations without escalating unnecessarily. * Organization and Follow-Through: Highly organized with the ability to prioritize across a large portfolio without dropping the ball on high-value or high-risk relationships. * Mission Alignment: Genuine belief in PadSplit’s mission and an understanding of what it means to operate in the affordable housing space. * Growth Mindset: Motivated by the idea of building something new and improving it as you go. This function is being built from the ground up and you will help shape it. ### The Interview Process: * Your application will be reviewed for possible next steps by a real human being from the PeopleOps team. * If you meet eligibility requirements, the next step would be a video interview with a member of the PeopleOps team for about thirty (30) minutes. * If warranted, the next stage is a video interview and meeting with our Senior Host Experience Manager for about forty-five (45) minutes, where the candidate will participate in a live case interview. * If warranted, the final step would be a video interview with our Regional Host Experience Manager for thirty minutes (30) * If warranted, we move to an offer! ### Compensation, Benefits, and Perks: * Fully remote position – we swear! * Competitive compensation package including an equity incentive plan and company-wide bonus opportunity * National medical, dental, and vision healthcare plans * Company provided life insurance policy * Optional accidental insurances, FSA, and DCFSA benefits * Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays * 401(k) plan * Twelve (12) weeks of paid time off for both birth and non-birth parents * The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis ### Compensation Compensation is based on the role’s scope, national market benchmarks, the person’s expertise and experience, and the impact of their contributions to our business goals. In addition to salary, there is a variable compensation component based on performance. ### Additional Information Notice to Applicants: PadSplit participates in E-Verify. All new employees are required to complete an I-9 form and be authorized to work in the United States. Employment is contingent upon successful completion of the E-Verify process. PadSplit is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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