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
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Lead Your Team — Coach, develop, and manage a team of Host Account Managers while creating a culture of accountability, growth, and high performance.
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Drive Performance — Monitor regional KPIs including occupancy, retention, CSAT/NPS, ticket responsiveness, and portfolio health, using data to improve results.
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Coach Consistently — Conduct regular one-on-ones, performance reviews, and coaching conversations that help your team continuously improve.
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Resolve Escalations — Serve as the senior escalation point for complex host issues while partnering with Senior Host Experience Managers on challenging situations.
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Improve Portfolio Health — Monitor trends across your regional portfolio, proactively identifying risks and implementing solutions before issues escalate.
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Partner Cross-Functionally — Work closely with Product, Operations, Trust & Safety, Member Support, and Data teams to improve the overall host experience.
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Build the Team — Support hiring, onboarding, and ramping new Host Account Managers while helping establish consistent operating standards.
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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
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Leadership Experience — 5+ years in Customer Success, Account Management, Client Success, or Host Relationship Management, including at least 2 years leading people.
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Coaching Ability — Demonstrated success developing individuals into high-performing team members through consistent coaching and feedback.
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Operational Mindset — Comfortable managing competing priorities while balancing people leadership with operational execution.
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Data Fluency — Able to interpret performance metrics, identify trends, and translate insights into clear actions for your team.
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Customer Expertise — Strong background managing high-touch customer or client relationships in fast-paced, service-oriented environments.
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Marketplace Knowledge — Experience in property management, hospitality, real estate, or marketplace businesses is strongly preferred.
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Communication Skills — Exceptional written and verbal communication with the ability to influence direct reports, cross-functional partners, and senior leadership.
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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 mana