Homeowner Success Manager

Casago Austin is a rapidly growing vacation rental management company serving homeowners throughout the Austin area. Backed by more than 20 years of industry leadership from the Casago brand, we help homeowners maximize revenue, protect their investments, and deliver exceptional guest experiences through a combination of local expertise, personalized service, and operational excellence.

The Role

The Homeowner Success Manager serves as the primary point of contact and trusted advisor for a portfolio of vacation rental homeowners.

You'll be the bridge between homeowners and our operations team, helping owners understand performance, navigate challenges, and make informed decisions that improve both guest experience and property results.

This is not a traditional customer service role. You'll own relationships, solve problems, identify opportunities, and play a direct role in homeowner retention and portfolio growth.

What You'll Do

• Serve as the primary contact for an assigned portfolio of homeowners.

• Build trust through proactive communication via phone, email, video meetings, and occasional in-person visits.

• Review property performance reports and translate data into actionable recommendations.

• Coordinate maintenance projects and vendor activity while ensuring timely follow-through.

• Audit listings and collaborate with marketing to improve visibility and booking conversion.

• Deliver monthly and quarterly performance updates and help homeowners understand key metrics.

• Resolve homeowner concerns professionally while balancing company standards and operational realities.

• Maintain detailed records, notes, and updates within company systems.

• Partner closely with Operations, Guest Services, Revenue Management, and Business Development teams.

• Contribute ideas for process improvements, homeowner communications, and portfolio growth initiatives.

Who You Are

• Calm, professional, and solutions-oriented.

• Highly organized with excellent follow-through.

• Comfortable managing multiple priorities and deadlines simultaneously.

• Analytical and curious about performance data.

• Tech-savvy and comfortable learning new software platforms.

• Strong communicator who can explain complex situations clearly and confidently.

• Self-motivated and capable of working independently.

• Relationship-focused while remaining accountable to business goals.

Qualifications

Required

• 2+ years of experience in hospitality, vacation rentals, property management, client success, account management, or operations.

• Experience managing multiple clients, projects, properties, or accounts simultaneously.

• Strong written and verbal communication skills.

• Excellent organizational and time-management abilities.

• Ability to think critically and solve problems independently.

• Reliable personal transportation for occasional property visits throughout the Austin area.

Preferred

• Experience with Airbnb, VRBO, Breezeway, Streamline, or similar hospitality platforms.

• Experience in short-term rental or property management operations.

• Familiarity with financial reporting, performance metrics, or revenue management concepts.

Who Thrives in This Role?

This role is ideal for someone who enjoys building relationships, solving problems, and taking ownership of outcomes.

You will manage an active portfolio of homeowners with high expectations and unique goals. Success in this role requires strong communication skills, excellent judgment, attention to detail, and a genuine desire to help homeowners succeed.

If you're energized by hospitality, enjoy working independently, and take pride in delivering exceptional service, we'd love to hear from you.