Owner Success Manager

Premier Pads is a fast-growing short-term rental management company focused on delivering exceptional experiences for both homeowners and guests.

We're looking for an Owner Success Manager who thrives in a relationship-driven environment, enjoys building trust, solving problems, and serving as the primary point of contact for homeowners.

This is not an administrative role.

This is not a coordinator role.

This is a relationship management position for someone who wants to own homeowner relationships, handle escalations, conduct meetings, solve problems, and become a trusted advisor to property owners.

The right candidate will become responsible for ensuring homeowners feel informed, supported, and confident in OVH without requiring involvement from company leadership.

Serve as the primary point of contact for homeowners with a home owner specialist supporting you with smaller day to day homeowner communications.

Handle:

• Owner meetings
• Owner escalations
• Performance discussions
• Owner questions and concerns
• Relationship management

Act as the trusted advisor for your portfolio of owners.

Maintain consistent communication with homeowners through:

• Monthly meetings
• Quarterly reviews
• Performance updates
• Follow-up conversations
• Escalation management

Ensure owners always know what is happening with their property.

Handle:

• Upset owners
• Performance concerns
• Service complaints
• Communication breakdowns
• Retention-risk situations

Act as the problem solver when issues require elevated attention.

Support:

• Owner retention efforts
• Contract renewals
• Referral generation
• Additional property acquisition opportunities
• Portfolio expansion conversations

Work closely with:

• Revenue Management
• Operations
• Maintenance
• Listing Creation & Optimization
• Guest & Platform Support
• Finance

Ensure owner concerns are resolved efficiently.

Help owners understand:

• Market conditions
• Revenue performance
• Occupancy trends
• Property performance
• Company recommendations

Serve as the bridge between homeowners and internal departments.

Take existing owner communication systems and improve them.

You'll:

• Improve owner experience
• Improve communication consistency
• Reduce owner frustration
• Increase owner satisfaction
• Improve retention outcomes

We want someone who improves the relationship, not just manages it.

You'll excel if you:

• Naturally build trust with people
• Enjoy relationship management
• Communicate exceptionally well
• Stay calm during difficult conversations
• Follow through relentlessly
• Solve problems proactively
• Stay organized across multiple owner relationships
• Handle conflict professionally
• Build credibility quickly

• Avoid difficult conversations
• Struggle with follow-through
• Need constant supervision
• Become defensive during conflict
• Dislike relationship management
• Have poor communication skills
• Struggle with organization
• Fail to document commitments

Preferred backgrounds:

• Customer Success
• Account Management
• Client Success
• Client Relations
• Property Management
• Hospitality Management
• Hotel Operations
• Relationship Management

Strong communication and relationship-building skills required.

Please submit:

Resume

2–3 Minute Video

Answer:

1. Why are you interested in this role?
2. Tell us about the most difficult client relationship you've managed.
3. How do you build trust with clients over time?
4. Why do you think you'd succeed in representing homeowners at a growing company?

123Test DISC Assessment

https://www.123test.com/report/LR6KS4BT70LC3RCQU5

Please send a video recording & DISC results to: Carter@officialvacationhomes.com