Host Account Manager

The Role We Need

PadSplit is hiring a Host Account Manager to serve as the dedicated strategic partner and primary point of contact for a portfolio of PadSplit hosts. This is a newly created role at the heart of our Host Success model, designed to shift how we support all hosts from reactive problem-solving to proactive, relationship-driven account management.

You will own the full host relationship from activation through long-term retention. But owning the relationship means more than managing check-ins and reviewing dashboards. It means being a trusted partner and the person your hosts call when something goes wrong, someone who knows the platform, the policies, and the fee structures well enough to provide clear answers on the spot. You will be measured on the outcomes that matter most: your response times, occupancy performance, host satisfaction, churn reduction, and portfolio retention.

This role is critical to ensuring every host in your book of business has what they need to thrive on the platform, and that they feel it.

The Person We Are Looking For

We are looking for a relationship-first operator who leads with data, follows through with hustle, and knows the product, policies, and PadSplit member outcomes well enough to earn a host’s trust in the first conversation. You are proactive by nature, the kind of person who spots a problem in a dashboard before a host ever has to call about it. You are also comfortable in the reactive moments: a confused host on the phone about a payout deduction, a complex situation involving a member that requires judgment and empathy in equal measure, a policy question that does not have a clean answer. You handle those moments with the same professionalism you bring to your scheduled portfolio reviews.

You understand that being a trusted partner requires genuine knowledge. You do not escalate everything, and you do not guess. You build the platform and policy fluency to be the person who actually resolves the issue, and you know when escalation is the right call.

You believe in PadSplit’s mission and understand what it means to work in the affordable housing space, where the stakes for both hosts and members are real.

Here’s What You’ll Do Day-to-Day

ACCOUNT MANAGEMENT AND RELATIONSHIP OWNERSHIP

• Own and manage a dedicated portfolio of PadSplit hosts, serving as their primary named point of contact for support ticket escalation and resolution, policy adherence and understanding, and overall portfolio direction

• Provide the right information at the right time, becoming a partner and strategic advisor of PadSplit

• Build proactive, trust-based relationships that reduce churn and increase host lifetime value.

• Conduct regular performance check-ins, including structured reviews aligned to host goals and PadSplit benchmarks.

• Drive host accountability on key metrics including attainable occupancy, bookability flags, rejection rates, move-in ratings, and member retention.

• Partner with hosts on portfolio growth, including conversations about adding new properties and expanding their PadSplit footprint.

• Serve as the host’s internal advocate, surfacing feedback and trends to product, operations, and leadership.

PLATFORM, POLICY, AND FINANCIAL FLUENCY

• Maintain deep working knowledge of PadSplit’s platform, fee structures, payout mechanics, and host-facing policies, with the ability to explain decisions clearly and confidently.

• Serve as a knowledgeable, trusted point of contact for hosts navigating financial questions, policy inquiries, and operational challenges.

• Apply PadSplit policies thoughtfully, explaining both the “what” and the “why” in a way that builds understanding and trust rather than resentment.

• Guide hosts on pricing strategy, occupancy optimization, listing quality, rejection rate management, and platform best practices using both data and platform knowledge.

• Monitor host and property performance using PadSplit’s data tools, identifying risks and opportunities before they become problems.

NEW HOST ACTIVATION

• Lead an intro call for every new host in your portfolio, establishing the relationship and setting expectations from day one.

• Guide new hosts from the beginning, covering pricing, room standards, rejection rate drivers, and mission-critical success requirements.

• Prepare hosts for their first members: responsiveness standards, room readiness expectations, and move-in experience requirements.

• Educate new hosts on member outcome drivers including safety compliance, pricing discipline, and platform behaviors that directly improve member, host and company outcomes.

ISSUE RESOLUTION AND ESCALATION

• Navigate complex, nuanced host situations that require investigation, sound judgment, and fair resolution.

• Escalate and coordinate resolution of issues that require cross-functional support, working with member support, trust and safety, payments, and legal teams where appropriate.

• Manage emotionally charged conversations with empathy, composure, and directness, holding firm on policy while maintaining the relationship.

• Document ticket details and resolutions accurately, maintaining clear records across all host interactions.

• Identify patterns in host concerns and flag systemic issues to inform process, policy, or product improvements.

TEAM AND PROGRAM DEVELOPMENT

• Contribute to the development of scalable playbooks, talk tracks, macro responses, and best practices as this function matures.

• Participate in weekly team syncs to share what is working, surface friction points, and iterate on the program in real time.

Here’s What You’ll Need to Be Successful…

Source: Jobicy (https://jobicy.com/jobs/156909-host-account-manager)