Sr. Customer Success Manager

*goHomePort - This is a remote position hiring from CA, CO, or AZ

About Us

goHomePort was launched in 2020 by a highly seasoned team of investors and operators with a mission to make RV ownership easy. goHomePort is the parent company for three synergistic businesses that serve its core mission: 1) goHomePort Storage (focused on acquiring, upgrading and optimizing RV and boat storage properties throughout the United States), 2) goHomePort Rentals (an innovative RV rental management business built around goHomePort’s network of storage properties and additional markets); and, 3) goHomePort Service & Repair (RV repair business designed to meet the need for quality RV repair outside of the dealer channel). We are rapidly expanding our portfolio across the country and innovating new ways for goHomePort to deliver a best-in-class experience for our customers.

Job Opportunity

Fueled by the growth of both sides of our marketplace, we’re looking for an experienced customer success manager to help our renters find and book the best RV for their adventure. The Sr. Customer Success Manager will also ensure owners who have entrusted us with their RV have the best experience in our program. Our team is small but mighty, made up of people who work both remotely and locally, primarily in Northern Colorado.

Ideal candidates will be self-starters, take the initiative to be a thought leader and influence our infrastructure as we grow, while remaining focused on developing efficiencies and maturing our customer service processes. We work hard, and we play hard, and while we have various backgrounds and passions outside of work, we are unified in our commitment to being the leader in P2P RV Rentals and providing 5-star RV Rental experiences. This role operates with a high-degree of autonomy and reports to the President of goHomePort Rentals.

Responsibilities

While this is not an exhaustive list, the Sr. Customer Success Manager will be responsible for the following:

Renter customer support

• Provide reservation support from the booking through trip start
• Own renter issues through resolution
• Ensure renters return with a world class rental experience and share 5-star reviews
• Encourage feedback from all renters to help shape the future goHomePort Rentals, from searching, booking, pickup, drop off and in-trip experience
• Partner with third party booking sites (i.e., Outdoorsy, RV Share) to ensure renter questions are answered and that all RV listings are accurately being presented
• Partner with marketing to develop a customer loyalty program to encourage long term relationship
• Respond to inbound rental inquiries, ensuring potential renters find and book the RV that is best suited for their needs
• Periodically run pricing audits to ensure goHomePort RVs are competitively priced to local competition

Owner customer support

• Be the primary point of contact for owners who have questions or issues requiring resolution. These could be questions about our program, or help with maintenance or service that may be routine or a result of a rental
• Partner with finance to ensure owners receive the compensation they are owed for rentals on their RV’s
• Train and educate new owners on the goHomePort Rental Management Program and teach them best practices for success
• Move mountain's and influence internal stakeholders to ensure owners have the best experience possible when partnering with goHomePort
• Put your creative hat on to help build an owner success program including owner newsletters, access to discounted services from partner companies, host thank you events, and generally make our owners feel warm, welcome, and engaged
• Partner with goHomePort sales and operations to seamless transition new RV owners from sales through the onboarding process

Required Qualifications

• Strong written and verbal communication skills, and ability to deliver great service in-person or over phone/video
• Bachelor's degree in business, Marketing, Communications, or Operations; or relevant work experience
• Strong computer and technical skills with experience navigating CRM systems, Google, and Microsoft
• Great attitude, strong team player, and someone willing to work hard during our busy summer season
• At least 5 years with a proven track record of delivering incredible customer service and support/issue resolution, either in-person or remotely
• Track record of retaining customers and growing long term relationships

Preferred Qualifications

• Previous experience with a two-sided marketplace or a rentals business
• Developed analytical skills with the ability to look at trends in data that may help inform how we evolve our customer support model
• Sense of adventure and passion for RV industry (perhaps you could see yourself owning an RV or renting one)
• HubSpot familiarity

What we offer

• The estimated starting salary for this role is: $70,000.00 - $85,000.00
• On-going personal and career development
• Discounts on RV rentals
• Unlimited Paid Time Off (PTO)
• This position is eligible for an annual discretionary bonus