The Role We Need
PadSplit is hiring a Regional Host Account Manager to lead a team of Host Account Managers responsible for helping hosts succeed across an assigned region. This is a player-coach leadership role where you'll develop high-performing people, improve regional business outcomes, and ensure hosts receive a consistent, high-quality experience while advancing PadSplit's mission to solve the affordable housing crisis.
The Person We Are Looking For
We're looking for a leader who has done the work themselves and knows how to coach others through it. You're someone who enjoys developing people, making data-driven decisions, and balancing operational execution with strategic thinking. You set a high bar for performance, give direct and thoughtful feedback, and genuinely care about helping both your team and your hosts succeed.
Here's What You'll Be Doing Day-to-Day
Lead Your Team — Coach, develop, and manage a team of Host Account Managers while creating a culture of accountability, growth, and high performance.
Drive Performance — Monitor regional KPIs including occupancy, retention, CSAT/NPS, ticket responsiveness, and portfolio health, using data to improve results.
Coach Consistently — Conduct regular one-on-ones, performance reviews, and coaching conversations that help your team continuously improve.
Resolve Escalations — Serve as the senior escalation point for complex host issues while partnering with Senior Host Experience Managers on challenging situations.
Improve Portfolio Health — Monitor trends across your regional portfolio, proactively identifying risks and implementing solutions before issues escalate.
Partner Cross-Functionally — Work closely with Product, Operations, Trust & Safety, Member Support, and Data teams to improve the overall host experience.
Build the Team — Support hiring, onboarding, and ramping new Host Account Managers while helping establish consistent operating standards.
Lead by Example — Stay close to the work by understanding policies, workflows, and platform capabilities so you can effectively support your team and model excellence.
Here's What You'll Need to Be Successful
Leadership Experience — 5+ years in Customer Success, Account Management, Client Success, or Host Relationship Management, including at least 2 years leading people.
Coaching Ability — Demonstrated success developing individuals into high-performing team members through consistent coaching and feedback.
Operational Mindset — Comfortable managing competing priorities while balancing people leadership with operational execution.
Data Fluency — Able to interpret performance metrics, identify trends, and translate insights into clear actions for your team.
Customer Expertise — Strong background managing high-touch customer or client relationships in fast-paced, service-oriented environments.
Marketplace Knowledge — Experience in property management, hospitality, real estate, or marketplace businesses is strongly preferred.
Communication Skills — Exceptional written and verbal communication with the ability to influence direct reports, cross-functional partners, and senior leadership.
Mission Alignment — Passion for PadSplit's mission and a willingness to stay close to the work while continuously improving the host experience.
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 step would be a video interview with our Head of Host Experience for one (1) hour.
If warranted, the next step would be a video panel interview with key stakeholders at PadSplit for two (2) hours.
The panel interview will require a candidate to work on an assessment where you will showcase your management skills to the panel for discussion.
If warranted, we move to 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
