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Owner Success Manager

Roofstock • Full-time • Remote • 4d ago

About:

Build and maintain strong, trust-based relationships with property owners, serving as their primary point of contact for all STR-related matters.
Educate owners on STR strategies, portfolio performance, and market trends to align their goals with Roofstock’s operational and revenue objectives.
Provide regular updates and reports to owners, highlighting key performance metrics, guest feedback, and opportunities for improvement.
Utilize market data, pricing tools, and analytics to underwrite properties, assess their revenue potential, and recommend optimization strategies.
Collaborate with revenue management and operations teams to align property performance with portfolio-wide STR goals.
Analyze performance data to identify trends and provide actionable recommendations to owners for enhancing occupancy and revenue.
Advise owners on prioritizing CapEx opportunities, such as property upgrades or renovations, to increase marketability and rental income.
Demonstrate a working knowledge of single-family rental (SFR) asset management, including maintenance best practices, cost management, and tax/regulatory compliance.
Coordinate with operations teams to ensure property maintenance and improvements align with owner expectations and STR industry standards.
Stay informed on local, state, and federal regulations impacting short-term rentals, advising owners on compliance requirements (e.g., permits, taxes, safety standards).
Monitor industry trends and competitor strategies to provide owners with insights on maintaining a competitive edge in the STR market.
Work closely with revenue management, operations, and listings teams to ensure seamless execution of STR strategies and owner satisfaction.
Provide feedback to technology stakeholders on tools (e.g., Property Management Systems, analytics platforms) to improve owner communication and reporting processes.

Experience:

Bachelor’s degree in Business, Real Estate, Hospitality Management, or a related field (or equivalent experience).
3+ years of experience in relationship management, property management, or STR operations within the single-family home vacation rental or hospitality industry.
Strong analytical skills, with proficiency in underwriting properties using market data, pricing tools, and analytics platforms (e.g., Excel, Google Analytics, or STR-specific software like Guesty).
Proven ability to build and maintain client relationships, with excellent communication and interpersonal skills.
Working knowledge of SFR asset management, including CapEx prioritization, maintenance processes, and tax/regulatory requirements.
Familiarity with major OTA platforms (e.g., Airbnb, Vrbo, Booking.com) and their impact on STR performance.
Ability to manage multiple owner relationships and properties (e.g., 100+ units) in a fast-paced environment.