Join Vacatia and help shape the future of vacation ownership.

Club Vacatia Success Manager

Location: Remote

At Vacatia, we’re transforming the vacation ownership experience by making it easier, more flexible, and more enjoyable for Owners, Members, and Guests. As a Club Vacatia Success Manager, you’ll play an important role in helping members understand the value of their Club Vacatia membership and get the most out of their experience.

This is more than a traditional customer service role. You’ll build relationships, proactively reach out to members, provide personalized guidance, encourage adoption of Club Vacatia programs and digital tools, and help remove barriers along the ownership journey.

You’ll manage an assigned portfolio of Club Vacatia Owners, Members, and Guests and work closely with teams across Owner Experiences, Resort Operations, Sales, Marketing, Product, Technology, and more to create a seamless experience.

Why You’ll Love Working at Vacatia

• Build the Future: Join a growing hospitality company that is changing the way people experience vacation ownership.
• Impact That Matters: Your work will directly influence member engagement, satisfaction, loyalty, retention, and the value members get from Club Vacatia.
• Innovation at Scale: Help introduce new programs, digital tools, and ways of working that make the member experience easier and more personalized.
• Autonomy & Ownership: Take ownership of your member portfolio, build relationships, prioritize your outreach, and find ways to make the experience better.
• Culture of Growth: Work across teams, learn the business, share ideas, and help build the next generation of the Club Vacatia experience.

Your Impact

Build Meaningful Member Relationships

• Manage an assigned portfolio of Club Vacatia Owners, Members, and Guests.
• Proactively engage members throughout their membership journey rather than waiting for them to reach out.
• Build trusted relationships and create personalized engagement based on each member’s needs, preferences, and goals.
• Re-engage members who may be inactive or not fully utilizing their membership benefits.
• Follow through on commitments and make sure member needs are addressed through resolution.
• Identify opportunities to strengthen satisfaction, loyalty, referrals, and long-term engagement.

Educate & Drive Adoption

• Help members understand Club Vacatia benefits, programs, services, policies, and available resources.
• Translate complex information into simple, practical guidance.
• Support member onboarding and ongoing education.
• Encourage members to take advantage of available services, programs, digital tools, and self-service options.
• Identify common knowledge gaps and recommend improvements to member communications and educational resources.

Improve the Member Experience

• Identify friction points, recurring issues, and unmet member needs.
• Coordinate with internal teams to resolve concerns and keep members informed throughout the process.
• Set clear expectations and provide consistent follow-up on complex issues.
• Use member feedback and service trends to recommend improvements to processes, communications, and programs.
• Recognize when an issue requires escalation and bring in the right leaders or specialists.
• Help create a smoother, more personalized member journey.

Enable Digital Confidence

• Guide members through Club Vacatia’s digital platforms, online resources, and self-service tools.
• Provide hands-on support and help members become more comfortable using digital tools.
• Troubleshoot common issues and partner with Product or Technology when additional support is needed.
• Share member feedback to help improve the digital experience.
• Support the rollout of new digital capabilities by helping members understand how and why to use them.

Own Your Portfolio & Performance

• Maintain accurate member records, interaction history, preferences, commitments, and follow-up activities.
• Prioritize outreach and follow-up across your assigned portfolio.
• Use data and member activity to identify opportunities for additional education, engagement, or support.
• Monitor engagement, adoption, satisfaction, retention, and issue resolution.
• Meet established service, productivity, quality, documentation, and compliance expectations.
• Participate in coaching, training, quality reviews, and continuous improvement initiatives.

Work Across Vacatia

• Partner with Owner Care, Member Services, Resort Operations, Sales & Marketing, Product, Technology, Finance, and other teams.
• Share member feedback and recurring themes to help improve the overall experience.
• Partner with specialized teams, including Escalations, Save Specialists, multilingual support, and onboarding, when additional expertise is needed.
• Support new programs, service enhancements, communications, and pilot initiatives.
• Bring the member perspective into cross-functional conversations and improvement efforts.
• Build strong relationships across the organization to create a consistent member experience.

What You Bring

• Bachelor’s degree in Business, Hospitality, Communications, Customer Experience, or a related field, or equivalent experience.
• 3+ years of experience in customer success, member services, account management, concierge, hospitality, contact center operations, or a related customer-focused role.
• Experience with proactive outreach, relationship management, strategic planning, or customer engagement.
• Strong communication skills and the ability to explain complex information clearly and confidently.
• A natural ability to build trust, listen, educate, and influence.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Experience using CRM, case management, customer engagement, or other customer-facing technology platforms.
• Strong problem-solving skills, sound judgment, and attention to detail.
• Ability to use customer feedback and data to identify trends and opportunities for improvement.
• Hospitality, vacation ownership, travel, membership, financial services, or complex consumer service experience is a plus.
• Spanish or Portuguese language skills are preferred but not required.

What Success Looks Like

In this role, success is about more than resolving a customer issue. You’ll know you’re making an impact when members understand the value of their Club Vacatia membership, actively use available benefits and tools, feel supported throughout their journey, and choose to continue their relationship with Vacatia.

Join Us

If you’re someone who loves building relationships, solving problems, taking initiative, and creating experiences that make people feel valued, we’d love to hear from you.

Come help us build the future of vacation ownership.

#TeamVacatia