Senior Customer Success Manager, SMB

Airbnb is hiring a Senior Customer Success Manager, SMB to join our fully remote team in the United States. As a Senior Customer Success Manager, SMB, you'll drive adoption, retention, and growth for our customers. This is a full-time, work-from-home role open to candidates across the US (Remote — US (East Coast)). About the role You'll drive adoption, retention, and growth for our customers, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Track health metrics and reduce churn • Own a portfolio of customer accounts • Lead onboarding and ongoing enablement • Advocate for customer needs internally • Identify expansion and renewal opportunities What we offer: • Home office and wellness stipends • Annual learning and professional development budget • Competitive salary and meaningful equity • 100% remote, work-from-anywhere-in-the-US culture • Comprehensive medical, dental, and vision coverage How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Airbnb is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Comfort with SaaS products and CRMs • Strong relationship-building skills • Experience in customer-facing roles • Excellent communication Nice to have: • Comfort communicating clearly and proactively in writing • A growth mindset and eagerness to keep learning