Client Success Manager

AiBNB teaches people how to build and scale profitable short-term rental businesses. We run two six-month programmes: AiBNB Host (£3,500) for people going from zero to around ten units, and AiBNB Scale (£8,000) for operators already running ten to seventy-five plus units.

Behind the teaching sits a real operating business. Our founder, Daniel Budden, also runs a UK property management company with 125+ units across 17+ cities, with Cape Town and Dubai launching. Nothing we teach is theory. Every system in the programme runs in a live portfolio first, then gets taught.

Around 750 people join our monthly webinar and enrolments are growing month on month. That is exactly why this role exists.

About the role

You own the client from the day they sign to the day they hit their goal.

Here is the part most job adverts would leave out. Host clients pay £3,500 and get a written guarantee: we keep working with them until they reach £12,500 a month in booking revenue. That guarantee is why this job matters more than a typical client success seat. A client who quietly stalls in month two is a client we are still delivering to for free in month nine. Your job is to make sure that does not happen, by knowing exactly where every client is, what they should be doing next, and stepping in the week somebody goes quiet rather than the month after.

The second half of the job is the programme itself. You will see, before anyone else does, which module people get stuck on, which question gets asked forty times, and where the content quietly assumes knowledge our clients do not have. You bring that back, we fix it, and over time you own that improvement loop.

This is not a support inbox and it is not a sales role. It is closer to coaching or teaching. Daniel will train you personally on the same material clients pay £3,500 for.

What you will be doing

• Onboarding new clients and setting them up for a strong first thirty days
• Running regular check-in calls to review progress and agree the next set of actions
• Tracking every client against the programme milestones so nobody quietly falls behind
• Spotting the early signals that somebody is stuck, overwhelmed or going quiet, and intervening before it becomes a stalled client
• Answering questions on the programme content and pointing people to the right resource, module or call
• Escalating genuinely technical or high-level strategy questions, and knowing the difference
• Keeping the Circle community active, and making sure a question posted there gets a good answer quickly
• Logging where clients get stuck as evidence rather than anecdote, and feeding that into content fixes
• Gathering wins, results and case studies as they happen, not six months later when the detail is gone

How you will be measured

You will not have to guess whether you are doing well. From the first month we track: clients completing Foundations on time, how much of your book is active each month, at-risk clients identified early and recovered, clients reaching the guarantee threshold inside their six months, case studies captured, and programme improvements shipped from your feedback.

Your first ninety days: know every client by name and stage, have a working at-risk system, and have shipped your first set of content fixes.

Who we are looking for

• Evidence that you can look after people and hold them to something. That might come from client success, account management, coaching, teaching, training, hospitality, retail, or running your own thing. We care about the evidence, not the job title
• Naturally warm and easy to talk to, with the confidence to hold somebody accountable when they have not done what they said they would
• Genuinely organised. You will be carrying 35+ new clients a month plus existing clients at different stages, and that number is going up
• Comfortable leading video calls, not just attending them
• A fast learner who enjoys getting properly stuck into a subject. You will be learning a whole industry
• Excellent written and spoken English
• Comfortable in Slack, Notion and Google Workspace, and quick to pick up Circle, Typeform and Zoom
• Reliable home working setup: good internet, a quiet space, a decent camera

If you have never held a job with this title, apply anyway. We are not filtering on years. Our application is built so that somebody with the right instincts and no formal experience can outscore somebody with five years and no judgement, and that has happened before.

Nice to have, not essential

Experience in property, Airbnb or short-term rentals is a bonus and we will look on it favourably. It is not a requirement, if you are the right person we will teach you the industry from the ground up. Experience inside an online course, coaching or membership business is equally useful.

What you get

• $2k – $3k per month DOE, reviewed at 3 months and bi-annually after that
• Quarterly performance bonus, up to 15% of quarterly salary at target and 25% for an exceptional quarter. It is paid on things you control
• Additional bonuses paid the month they happen for filmed testimonials, written case studies and client referrals that enrol
• Direct access to a founder, real ownership, and full training on the industry

Things worth knowing before you apply

We would rather tell you now than have you find out in week three.

• We move fast on Slack. The standard is under 5 minutes to acknowledge and fifteen minutes to resolve anything client facing, inside your working hours. If that sounds intense, it is
• Two evenings a week. Many of our clients hold full time jobs, so some calls land between 18:00 and 21:00 South African time. The rest of your week is a normal working day
• Cape Town is one to two hours ahead of the UK, so this is not a night shift role
• Small team. There is no department behind you. There is a founder who answers his messages
• Everything is measured weekly, including response times. If numbers drift we raise it early and directly, not at an annual review

How to apply

Apply through our application form: https://hostandscale.typeform.com/to/RWfxJTQH

Please do not email a CV. The form takes about twenty minutes and it is worth taking seriously, because it is most of how we decide. It asks you to handle a few real situations from the job rather than list your history, so a thoughtful person with no experience can and does beat a CV.

You will also be asked for a two minute video, filmed on your phone, about a time you helped somebody achieve something they were struggling with. It does not need editing.

Then there are two calls, and the second one is paid. Details are on the form.

Applications are reviewed on a rolling basis. We close the role when we find the right person.

Pay: R43 000,00 - R65 590,00 per month

Work Location: Remote