Regional Host Account Manager

The Role We Need

PadSplit is hiring a Regional Host Account Manager to lead a team of Host Account Managers responsible for helping hosts succeed across an assigned region. This is a player-coach leadership role where you'll develop high-performing people, improve regional business outcomes, and ensure hosts receive a consistent, high-quality experience while advancing PadSplit's mission to solve the affordable housing crisis.

The Person We Are Looking For

We're looking for a leader who has done the work themselves and knows how to coach others through it. You're someone who enjoys developing people, making data-driven decisions, and balancing operational execution with strategic thinking. You set a high bar for performance, give direct and thoughtful feedback, and genuinely care about helping both your team and your hosts succeed.

Here's What You'll Be Doing Day-to-Day

• Lead Your Team — Coach, develop, and manage a team of Host Account Managers while creating a culture of accountability, growth, and high performance.
• Drive Performance — Monitor regional KPIs including occupancy, retention, CSAT/NPS, ticket responsiveness, and portfolio health, using data to improve results.
• Coach Consistently — Conduct regular one-on-ones, performance reviews, and coaching conversations that help your team continuously improve.
• Resolve Escalations — Serve as the senior escalation point for complex host issues while partnering with Senior Host Experience Managers on challenging situations.
• Improve Portfolio Health — Monitor trends across your regional portfolio, proactively identifying risks and implementing solutions before issues escalate.
• Partner Cross-Functionally — Work closely with Product, Operations, Trust & Safety, Member Support, and Data teams to improve the overall host experience.
• Build the Team — Support hiring, onboarding, and ramping new Host Account Managers while helping establish consistent operating standards.
• Lead by Example — Stay close to the work by understanding policies, workflows, and platform capabilities so you can effectively support your team and model excellence.

Here's What You'll Need to Be Successful

• Leadership Experience — 5+ years in Customer Success, Account Management, Client Success, or Host Relationship Management, including at least 2 years leading people.
• Coaching Ability — Demonstrated success developing individuals into high-performing team members through consistent coaching and feedback.
• Operational Mindset — Comfortable managing competing priorities while balancing people leadership with operational execution.
• Data Fluency — Able to interpret performance metrics, identify trends, and translate insights into clear actions for your team.
• Customer Expertise — Strong background managing high-touch customer or client relationships in fast-paced, service-oriented environments.
• Marketplace Knowledge — Experience in property management, hospitality, real estate, or marketplace businesses is strongly preferred.
• Communication Skills — Exceptional written and verbal communication with the ability to influence direct reports, cross-functional partners, and senior leadership.
• Mission Alignment — Passion for PadSplit's mission and a willingness to stay close to the work while continuously improving the host experience.

The Interview Process

• Your application will be reviewed for possible next steps by a real human being from the PeopleOps team.
• If you meet eligibility requirements, the next step would be a video interview with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be a video interview with our Head of Host Experience for one (1) hour.
• If warranted, the next step would be a video panel interview with key stakeholders at PadSplit for two (2) hours.
• The panel interview will require a candidate to work on an assessment where you will showcase your management skills to the panel for discussion.
• If warranted, we move to offer!

Compensation, Benefits, and Perks

• Fully remote position - we swear!
• Competitive compensation package including an equity incentive plan and company-wide bonus opportunity
• National medical, dental, and vision healthcare plans
• Company provided life insurance policy
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays
• 401(k) plan
• Twelve (12) weeks of paid time off for both birth and non-birth parents
• The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis