Host Account Manager - Emerging Product

Key details

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• Company mission
• Information not specified