About the Role
Properly Inc. is an AI-native property operations and co-hosting platform for short-term rentals, trusted by hosts and property managers for over a decade. Our AI learns each home in detail and sets up everything needed to run it well, taking customers from signup to a professionally run rental in a fraction of the usual time. AI-powered remote inspections verify cleaning and staging quality, automated scheduling dispatches turnover jobs, and AI-assisted communication keeps every stay on track. Hosts, property managers, and service providers use Properly to run operations that used to take entire teams. We are looking for a driven, people-first Customer Success - Onboarding Associate to guide new customers from signup to success and make their first experience with Properly a great one.
In this role, you will own the early customer journey: welcoming new hosts and managers, setting up their accounts, training them on the platform, and making sure they reach value quickly. You will work closely with our Sales, Operations, and Support teams, giving you broad exposure to how a growing SaaS business runs, from revenue and retention through to process design.
Responsibilities
Customer Onboarding
- Lead onboarding for new hosts, property managers, and co-hosting clients, from kickoff call through account setup, property and listing configuration, and first live turnover
- Deliver platform walkthroughs and training sessions covering checklists, job scheduling, remote inspections, and integrations
- Track onboarding milestones and follow up proactively so no new account stalls before reaching value
Customer Success
- Build lasting relationships with customers and turn new signups into long-term champions of Properly
- Run product demos, check-in calls, and periodic account reviews with active customers
- Spot opportunities to expand accounts with additional properties, services, or product tiers, and hand qualified opportunities to the right team
Client Servicing
- Act as the first point of contact for onboarding-stage questions and coordinate with Support on technical issues
- Maintain accurate records of each account's setup status, open items, and next steps in our internal tools
- Keep onboarding documentation, templates, and training materials current for both customers and internal teammates
Process Improvement
- Flag friction points in the onboarding journey and propose fixes
- Collaborate with Sales, Operations, and Product to refine playbooks, SOPs, and handoff processes
You Would Be a Great Fit If...
- You speak and write perfect English and are highly articulate on calls, in demos, and in writing
- You are exceptionally curious, always digging into how things work and why customers do what they do
- You are an early tech adopter and a quick learner, comfortable picking up new tools fast and working alongside AI every day
- You are an extrovert who gets energy from talking to people, and you genuinely enjoy teaching customers and seeing them succeed
- You are detail-oriented and organized, and nothing falls through the cracks on your watch
- You stay calm in ambiguity and adapt quickly when priorities shift
- You are self-motivated, with a strong work ethic and the ability to juggle multiple accounts and projects at once in a fast-moving environment
- You get excited about building and improving processes, not just following them
- You have a Bachelor's degree or equivalent practical experience
- You bring at least 2 years of experience in customer success, onboarding, customer service, or operations; experience in hospitality, short-term rentals, or SaaS is a plus