Customer Success & Account Manager

About New Living

New Living is a well-funded joint venture backed by leading hospitality partners. We're building a platform for short-term and mid-term rental operators and luxury branded residences — connecting them with tools and services that actually work together — because right now, most of the industry runs on duct tape between their PMS, channel manager, pricing tool, and OTA dashboards. Our team is small, moves fast, and uses AI and automation across the platform. We're growing quickly and need someone who gets the tech stack property managers live in every day.

The Role

You’ll be our first dedicated Customer Success hire, working directly with property managers who use platforms like Guesty alongside revenue tools like pricelabs and OTA channels. You know the gap between what STR platforms promise and what traditional property management systems actually deliver — that’s the space we operate in. Your job is to make sure our customers get real results, not just another login.

What You'll Do

• Own the customer relationship from onboarding through renewal — you're their go-to person
• Help property managers get set up properly: integrations, workflows, the stuff that usually falls through the cracks
• Run regular check-ins and spot issues before they become cancellations
• Jump on calls when things go sideways with a PMS integration or an OTA sync problem
• Work with our product and engineering teams to turn customer pain into roadmap priorities
• Track customer health and flag risks early — we’re building the playbook here, not inheriting one

What We’re Looking For

• 4 years+ working in or around the STR/hospitality tech stack — PMS platforms, channel managers, revenue tools like Pricelabs, OTA ecosystems
• You’ve been at a PMS company, a channel manager, a pricing tool, or a tech-forward property management company — and you actually understood the product, not just the CRM
• Comfortable talking to property managers about their operations, not just their tickets
• Organized enough to manage multiple accounts without letting things slip
• You pick things up fast and don’t need someone to spell out every edge case
• Bonus: you’ve seen the mess that happens when STR platforms and traditional PM systems don’t talk to each other

What We Offer

• $85 -105K CAD base salary + stock options in a well-funded, growing company
• Fully remote — work from anywhere in Canada (US considered), EST +/- 3 hour ideally
• Real ownership of a core function at an early stage — this isn’t a cog-in-the-machine role
• Clear growth path as the team scales through 2026 and into 2027