Head of Customer Success

Our mission to revolutionize the hospitality industry. We exist to reinvent hospitality with AI-driven execution. By transforming long-term luxury rentals into exceptional short-term experiences, we deliver unparalleled quality and service to our guests.
At the same time, we empower property managers to unlock the full potential of their properties, maximizing their buildings top line. Our vision? To become the go-to solution for property managers across the U.S. We're expanding city by city, bringing our innovative approach and passion for excellence to new markets and communities. What makes Cloud9 truly unique isn’t just our commitment to service—it's our people. We believe in the power of teamwork to drive success. Whether you're a guest, a partner, or part of our team, you'll find collaboration, trust, and shared purpose at the heart of everything we do.

We don’t hire to fill seats. We hire to pull levers that move numbers. Outcomes > effort > intentions.

Our core values are speed, meritocracy, accountability, and execution.

This is a high-impact growth role. At Cloud9, your efforts will unlock a repeat-guest engine that compounds revenue, drives referrals, and establishes a five-star brand moat. You will be responsible for the guest relationship from booking through departure and beyond. Managers who simply “oversee” support will not thrive here—we want proactive doers who solve problems in minutes, not hours. Guest loyalty, referral revenue, and public review scores depend directly on your actions.

• Raise NPS: Drive NPS ≥70 within 6 months.

• Boost CSAT: Achieve and hold guest CSAT ≥4.95.

• Accelerate resolution: Ensure 90%+ of guest issues are resolved in <15 minutes.

• Grow loyalty: Increase repeat bookings by 20% YoY.

• Expand referrals: Deliver ≥15% of new bookings from referrals by year-end.

• Dominate reviews: Hold Airbnb/Booking/Google review scores at ≥4.9 across portfolio.

• Predict issues: Implement proactive guest communication → reduce escalations by 25%.

• Systemize delight: Build guest playbooks (VIP touchpoints, pre-arrival, post-stay).

• Data-driven CX: Launch guest insights dashboard with 90% adoption across teams.

• Scale team: Train “Guest Success Academy” for CS associates → 30-day ramp to full productivity.
  

• NPS consistently ≥70.

• Guest CSAT holds ≥4.95.

• ≥20% YoY repeat bookings.

• 90%+ of issues resolved within 15 minutes.

• ≥15% of new bookings sourced from referrals.

• Portfolio review scores ≥4.9 across platforms.

• Escalations reduced by 25%.

• Guest playbooks validated across markets.
  

• 5+ years in guest/customer success (luxury hospitality, boutique, or tech-enabled STR).

• Proven record of driving NPS, CSAT, or repeat bookings.

• Tactical execution skills: show KPIs moved and how.

• Player-coach leadership style — leads while executing.

• Master communicator: written, verbal, escalation handling.

• Bonus levers: Referral systems, review management, loyalty program design.
  

• People who confuse effort with results.

• Managers who only oversee support tickets.

• Anyone afraid of direct, real-time feedback.

• Those who protect feelings over standards.
  

• Competitive salary + 2026 equity + performance bonus tied directly to repeat bookings, CSAT, and NPS.

• PTO (accountable use).

• Relocation support to Bogotá HQ if desired.
  

• Day 7: Deliver baseline CSAT/NPS dashboard.

• Day 30: Launch guest resolution playbook pilot.

• Day 90: NPS ≥70, CSAT ≥4.95, 90%+ resolution in <15 minutes. Repeat bookings + referrals trending up.

Location: Remote United States or Bogotá HQ

Cloud9 is more than a company; it’s a community of dreamers, doers, and problem-solvers who share a common goal: delivering excellence in every interaction. If you’re passionate about innovation, value teamwork, and want to grow in a fast-paced environment, Cloud9 is the place for you. Together, we’re not just building better stays—we’re building a better way forward for the hospitality industry.
Our Core Values

• Meritocracy – Performance is public, measurable, and rewarded.

• Execution – Doers win. Deliver fast, adjust faster.

• Radical Feedback – Real-time corrections, no politics.

• Championship Team – Only A-players stay. Mediocrity is cut.
  

Cloud9 does not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.