Owner Success Manager

About the Role

As Owner Success Manager, you will be the main point of contact for a defined portfolio of property owners. Your mission is to ensure they have complete peace of mind each day their property is managed by Lisbeyond. A key focus is that their properties meet performance goals—both operationally and financially—while providing proactive, solution-oriented support and communication. Your days will be filled with many (video)calls, meetings and talking with our owners, always asking them and yourself how you can improve their experience with Lisbeyond. You are not afraid of having a challenging conversation, can handle stressful moments with grace and empathy, and keep your head cool while coordinating complex questions.

You will work alongside a second Owner Success Manager, each managing your own portfolio of properties, while backing each other up when needed. Your role blends relationship management, performance monitoring, and operational oversight—helping owners feel informed, confident, and satisfied with their property’s performance and Lisbeyond’s services.

You will also be actively involved in the onboarding of new properties into your portfolio, ensuring a smooth, professional, and well-organized setup.

Key Responsibilities

• Act as the main contact person for a portfolio of property owners (via email, WhatsApp, calls, and meetings).

• Build strong, long-term relationships based on trust, transparency, and performance.

• Track and report on revenue and review performance for your portfolio, sharing insights and opportunities with owners.

• Ensure operational excellence by coordinating with the cleaning, quality, and maintenance teams.

• Conduct regular property inspections to uphold high guest standards and identify needed improvements, and coordinate these with your portfolio of property owners.

• Proactively analyze guest reviews, identify trends, and implement quality enhancements.

• Prepare and deliver monthly owner statements and performance summaries.

• Collaborate with internal teams on pricing strategy and issue resolution.

• Lead or support the onboarding process for new properties in your portfolio, including documentation, inspections, listing setup, and owner briefings.

• Participate in regular review meetings with owners to build relationships and discuss results.

• Continuously reviewing and improving processes and workflows to optimize the property owner’s experience with Lisbeyond’s services.

• Step in to support your co-Owner Success Manager when they are on leave or during busy periods.

Who you are

• You have 3+ years of experience in hospitality, property management, or client relationship roles.

• You’re an excellent communicator and extremely customer-focused—empathetic, clear, and professional. Both in written and in person

• You’re organized, solution-oriented, curious, and comfortable managing multiple owners and properties.

• You are used to working with softwares such as Asana, Salesforce, Slack.

• You enjoy working both independently and collaboratively within a fast-paced, evolving environment.

• Fluent in English; Portuguese is a strong plus.

• Field presence in Lisbon is required; a valid driver’s license is a plus.