Vantaca+HOAi

Manage customer relationships, drive product adoption, and ensure customer success to maximize retention and growth. | Bachelor's degree and 2+ years in customer-facing roles at a SaaS company, with strong communication and problem-solving skills. | About Vantaca Powered by AI, Vantaca's vision is big! We are the leading AI-native community management performance platform that enables owners and operators, community management teams, boards and associations to work smarter, faster, and with unprecedented insight. More than just accounting and management software, Vantaca is intelligent business operating software that leverages artificial intelligence to automate routine work, surface actionable insights, and help our customers increase revenue, efficiency, flexibility, and control. Built on modern cloud architecture with a single-platform design, Vantaca combines comprehensive functionality that adapts to 100% of business processes with AI-powered automation that learns and improves over time. Our proactive AI capabilities don't just report on what happened; they predict what's coming and recommend what to do next. From intelligent document processing and predictive analytics to automated workflows and conversational interfaces, we're transforming how community management companies operate. With seamless integrations across the software and banking ecosystem, we're building the intelligent hub for community management where AI doesn't just assist, it anticipates. Vantaca is focused exclusively on community management and is the trusted technology leader defining the AI-powered future of the community association management industry. We're building something fundamentally different, and our customers are experiencing the competitive advantage that comes from working with truly intelligent software. Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company—we're building the category-defining platform that will transform how an entire industry operates. Overview As a Customer Success Manager (CSM), you ensure that Vantaca is aligned with our customer's business goals and Key Performance Indicators during the entire customer journey. The objective of the Customer Success Manager is to maximize customer retention and success while also building trust and transparency within your portfolio. The Customer Success Manager is a Business Partner, responsible to help a portfolio of customers achieve the maximum possible value they can within the Vantaca platform. You will serve as a Customer Advocate ensuring customer feedback is heard and acted upon by regularly checking on how the Vantaca product is meeting your customers’ needs and whether there are areas for possible improvement. Accountability Key Initiatives Advisor, consultant, relationship manager Value realization and ROI demonstration Product adoption and utilization optimization Customer advocacy Maintain touchpoints with customers based on segmentation Adept on the product and industry Monitors & reports on customers health score Collaboration with Account Management on retention and expansion strategy Expectations for Success Net revenue retention NPS Responsibilities Professionally manage customer relationships at all levels of the organization to ensure consistently high satisfaction levels within portfolio. Drive customer success outcomes that support high retention and provide opportunities for growth. Develop and maintain customer success plans with clear business objectives, KPIs, and success milestones tied to their investment in Vantaca. Proactively assess customer's business operations to identify opportunities for increased platform adoption, better utilization, and additional value creation; collaborate with Account Managers on potential expansion opportunities. Understand customer's business operations, drivers and needs; understand/respond to the competition's strengths and weaknesses, applies market knowledge. Able to present to and facilitate with senior leadership and/or teams. Deliver clear, timely, and action-oriented communication and follow-ups that drive customer progress and accountability. Know how and when to leverage other experts to manage customer needs/requests. Provide proactive updates on customer health, engagement trends, risk factors, and escalations to leadership and cross-functional teams. Effectively sets and keeps commitments to internal/external constituents and manages on-going expectations. Partner with all functional areas including Sales, Professional Services, Support, & Product to ensure quality customer experience for all customers in their journey with Vantaca. Be an expert and champion on our product and service offerings in order to provide customers with consultative guidance on how to get the most out of our product Serve as customer advocate and help customers receive the proper priority for resolving technical issues, capturing customer feedback and product requests and facilitating those requests to Product and Development to help find a path forward. Requirements Bachelor's degree or equivalent experience in business administration, communication, project management, information systems, operations management, supply chain management, or other related field At least 2+ years experience in a Customer Success, Account Management, or customer-facing role at a B2B SaaS company with a track record of driving adoption and customer outcomes Phenomenal communication skills and are an innovative problem-solver Highly organized and really good at prioritizing your workload Great at interacting with people - customers, clients and coworkers. Your communication with everyone is professional, positive and constructive. You are a terrific public speaker and comfortable with leading meetings A well-developed interpersonal style and exceptional influencing skills, with a proven ability to maintain strong relationships across all levels in the business Passion for customers, appreciation of customer perspective, and ability to advocate on their behalf A proven aptitude for approaching challenges with creativity; natural curiosity and willingness to dive into the industry and our innovative products and features Comfortable working in a scaling environment; champion of change and process improvement. Boundlessly curious and eager to embrace AI capabilities and leverage emerging technologies to enhance customer outcomes and operational efficiency Ability to handle and resolve conflict by seeking a common ground amongst all involved parties. Ability to determine true issues/barriers to achieving agreement and effectively navigate discussions no matter what the situation. Exhibits high level of composure under pressure and inspires confidence from others that goals will be achieved. Able to drive (internal and external) resources to the timely and accurate achievement of goals despite existing barriers. Able to manage expectations via effective application of project management concepts (e.g. meeting follow-ups, action plan with priorities/owners/timelines). Ability to develop a prescription for the cause and is able to clearly articulate their assessment and recommendations to all stakeholders in a timely manner. Up to 25% travel Core Values Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the platform. Always ready to learn quickly about emerging AI technologies and infrastructure patterns, helping themselves and the team grow. Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily platform work, working closely with engineering teams, listening to their infrastructure needs, and celebrating technical successes together. Accountability Starts with Me: Notices platform problems and takes personal action to solve them. Takes ownership of platform performance, reliability, and the success of internal customers building on the platform. Unwavering Commitment to Customer Experience: Regularly talks to internal customers (product teams, engineers), taking personal responsibility to understand what they need from the platform, address infrastructure concerns, and make their development experience better with improved platform capabilities. Innovate Boldly: We challenge the status quo and push technical boundaries to create meaningful change. We act with urgency and purpose, knowing that platform innovation drives our AI-native product success. Why You Should Join Our Team AI-First Product Culture - Build the intelligent infrastructure that powers AI innovation at scale Our eNPS is +68! (Google it, that is great) Benefits: Medical, Dental, and Vision kick in day one Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year) 401K with Company Match Remote Flexible - come to the office when needed Great parental leave benefits Named on Inc 5000 list of America's Fastest Growing Private Companies Named on Inc 5000 Vet 100 Private Companies list multiple years in a row Winner of Coastal Entrepreneur Award, Technology Category Active employee-led Culture Committee Ongoing industry and professional development trainings available to all employees Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community We're playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We're building something cool and people like it here We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting team. We will compare your background with the qualifications and requirements for the position. If you are selected for an interview you will receive an e-mail from someone on our recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role.

Oversee and develop an API and integration ecosystem to enhance platform value and partner engagement. | 5+ years in product management with a focus on SaaS, APIs, and AI tools, plus experience managing technical products and partnerships. | About Vantaca Powered by AI, Vantaca's vision is big! We are the leading AI-native community management performance platform that enables owners and operators, community management teams, boards and associations to work smarter, faster, and with unprecedented insight. More than just accounting and management software, Vantaca is intelligent business operating software that leverages artificial intelligence to automate routine work, surface actionable insights, and help our customers increase revenue, efficiency, flexibility, and control. Built on modern cloud architecture with a single-platform design, Vantaca combines comprehensive functionality that adapts to 100% of business processes with AI-powered automation that learns and improves over time. Our proactive AI capabilities don't just report on what happened; they predict what's coming and recommend what to do next. From intelligent document processing and predictive analytics to automated workflows and conversational interfaces, we're transforming how community management companies operate. With seamless integrations across the software and banking ecosystem, we're building the intelligent hub for community management where AI doesn't just assist, it anticipates. Vantaca is focused exclusively on community management and is the trusted technology leader defining the AI-powered future of the community association management industry. We're building something fundamentally different, and our customers are experiencing the competitive advantage that comes from working with truly intelligent software. Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company—we're building the category-defining platform that will transform how an entire industry operates. Overview This Senior Product Manager is uniquely positioned at the intersection of technical expertise and ecosystem development. Overseeing the full spectrum of Vantaca's integration capabilities, from our API platform to third-party integrations and partner solutions, this role is pivotal in ensuring flexibility, reliability, and excellence in our connected ecosystem. Our goal is to deliver a seamless and superior integration experience that positions Vantaca as the intelligent hub of the property management ecosystem, enabling customers to extend our AI-powered capabilities through strategic partnerships while maintaining data quality and workflow continuity. This approach aims to increase the platform's value while reducing technical barriers for management companies, thanks to streamlined integration workflows and robust technical partnerships. Our PMs leverage cutting-edge AI tools daily, and you'll have access to the latest AI platforms and the autonomy to experiment with emerging tools that make you more effective. The multifaceted nature of this position is evident as it bridges various critical areas of the business. It involves active collaboration with engineering, internal product groups, company executives, and external partners in the industry. This role is instrumental in shaping and executing strategies that enhance our integration offerings, ensuring they not only meet but exceed the evolving needs of our customers and create new opportunities for platform expansion and revenue growth. Responsibilities Build and manage an integration ecosystem that delivers value for all stakeholders. Define integration strategies that enable HOAi capabilities to flow seamlessly across the ecosystem, ensuring AI-generated insights and automations enhance rather than disrupt existing partner workflows. Use AI-powered prototyping and documentation tools to accelerate partner onboarding, generate integration examples, and create developer-friendly API documentation that evolves with the platform. Maintain and productize the API platform and third-party integrations. Lead the development and implementation of API strategies and integration products, ensuring they meet market needs and customer requirements. Be the spokesperson of Vantaca's integration capabilities to customers, partners, and internally. Constant contact with customers, technology partners, and developers to understand integration needs, challenges, and opportunities. Drive success from a data perspective - API usage, partner adoption rates, integration reliability metrics, customer satisfaction. Anticipate and remove obstacles that prevent us from delivering on operational, product, and integration objectives. Collaborate closely with engineering, design, marketing, and operations teams in a matrixed environment to align roadmaps to business strategy and business outcomes. Conduct market research to stay ahead of industry trends and competitive landscape in the API and integrations domain. Work directly with key clients and technology partners to gather feedback and ensure our integration roadmap aligns with ecosystem needs. Lead cross-functional teams through integration launches, from ideation to execution and post-launch analysis, using AI tools to rapidly prototype integration flows, generate technical documentation, and synthesize feedback from multiple stakeholder groups. Define and analyze metrics that inform the success of the integration platform and partner ecosystem. Contribute to the product team's growth and expertise in integration technologies. Requirements AI-Native Product Management experience Demonstrated ability to use AI tools (ChatGPT, Claude, Cursor, v0, etc.) to accelerate product work—from rapid prototyping and user story generation to competitive analysis and documentation. Experience building interactive prototypes using AI-powered tools to validate concepts quickly with stakeholders and customers before engineering investment. Comfortable leveraging LLMs for research, synthesis, and communication—turning complex technical requirements into clear narratives and vice versa. Track record of using AI to enhance personal productivity and team velocity, whether through automated workflows, intelligent summarization, or rapid iteration on designs and requirements. Deep understanding of API design, integration patterns, and ecosystem development, comfortable taking the lead on technology partner relationships. Experience with AI/ML platform integrations, API design for intelligent systems, or understanding of how to architect data flows that support predictive and generative AI applications is a strong plus 5+ years of experience in product management, preferably in SaaS platforms with significant integration ecosystem, partners and clients. Demonstrated success in launching and managing technical products, with a focus on API adoption and partner ecosystems. Strong analytical and problem-solving skills, with the ability to make data-driven decisions. Excellent communication and leadership skills, with experience managing cross-functional teams and technology partnerships. Core Values Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the platform. Always ready to learn quickly about emerging AI technologies and infrastructure patterns, helping themselves and the team grow. Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily platform work, working closely with engineering teams, listening to their infrastructure needs, and celebrating technical successes together. Accountability Starts with Me: Notices platform problems and takes personal action to solve them. Takes ownership of platform performance, reliability, and the success of internal customers building on the platform. Unwavering Commitment to Customer Experience: Regularly talks to internal customers (product teams, engineers), taking personal responsibility to understand what they need from the platform, address infrastructure concerns, and make their development experience better with improved platform capabilities. Innovate Boldly: We challenge the status quo and push technical boundaries to create meaningful change. We act with urgency and purpose, knowing that platform innovation drives our AI-native product success. Why You Should Join Our Team AI-First Product Culture - Build the intelligent infrastructure that powers AI innovation at scale Our eNPS is +68! (Google it, that is great) Benefits: Medical, Dental, and Vision kick in day one Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year) 401K with Company Match Remote Flexible - come to the office when needed Great parental leave benefits Named on Inc 5000 list of America's Fastest Growing Private Companies Named on Inc 5000 Vet 100 Private Companies list multiple years in a row Winner of Coastal Entrepreneur Award, Technology Category Active employee-led Culture Committee Ongoing industry and professional development trainings available to all employees Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community We're playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We're building something cool and people like it here We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting team. We will compare your background with the qualifications and requirements for the position. If you are selected for an interview you will receive an e-mail from someone on our recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role.

Manage and optimize product development processes, support data infrastructure, and drive strategic initiatives in an AI-driven environment. | Proven experience in product operations or PMO roles, hands-on with Pendo, strong technical background, and experience in agile/lean principles. | Description Powered by AI, Vantaca's vision is big! We are the leading AI-native community management performance platform that enables owners and operators, community management teams, boards and associations to work smarter, faster, and with unprecedented insight. More than just accounting and management software, Vantaca is intelligent business operating software that leverages artificial intelligence to automate routine work, surface actionable insights, and help our customers increase revenue, efficiency, flexibility, and control. Built on modern cloud architecture with a single-platform design, Vantaca combines comprehensive functionality that adapts to 100% of business processes with AI-powered automation that learns and improves over time. Our proactive AI capabilities don't just report on what happened; they predict what's coming and recommend what to do next. From intelligent document processing and predictive analytics to automated workflows and conversational interfaces, we're transforming how community management companies operate. With seamless integrations across the software and banking ecosystem, we're building the intelligent hub for community management where AI doesn't just assist, it anticipates. Vantaca is focused exclusively on community management and is the trusted technology leader defining the AI-powered future of the community association management industry. We're building something fundamentally different, and our customers are experiencing the competitive advantage that comes from working with truly intelligent software. Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company—we're building the category-defining platform that will transform how an entire industry operates. The Product Operations Manager is a strategic partner to Product leadership, ensuring superior operational delivery across product initiatives. You'll serve as the operational backbone of the Product team, managing planning, execution, reporting, stakeholder communications, and data-driven decision support. This role sits at the intersection of product strategy and cross-functional execution, requiring someone who can translate vision into action while keeping multiple strategic initiatives moving forward. You'll manage the full project management lifecycle, oversee SCRUM processes, maintain product documentation, support change management, and interact directly with Product Managers, Engineering, Customer Success, Marketing, Sales, and other teams across Vantaca. Key Accountabilities Velocity of Outcomes: Understand product scorecard and goals and work to find ways to drive faster and better outcomes that support the goals. This can include use of new tools and process changes as well as coordinating with teams across the company and customers. Data Management: Ensure team has the qualitative and quantitative data they need to make decisions and drive outcomes. Pendo CoE: Define and drive the overall CoE and success metrics – example onboarding impact, guide engagement, adoption. Develop and maintain best practices. Project Management: Manage strategic cross-functional initiatives from conception to delivery What You'll Do Serve as the Pendo Admin and ensure it supports Product goals and initiatives Support the team's vision and objectives while owning the data infrastructure that supports them Experiment with new tools in support of an AI Driven Lifecycle and help train and gain adoption to drive velocity of outcomes. Act as PMO for the Product team Manage and optimize the Product Development Lifecyle including the shift to AI Driven Development Requirements: Bachelor's degree or equivalent experience Proven experience in a similar product operations or PMO role Hands on experience with Pendo Deep curiosity and excitement around AI and how it can transform your roll and team Strong technical background, preferably with API experience Deep understanding of product management in the software industry Experience with agile/lean product management principles Track record of successful collaboration with executives, peers, customers, and partners Experience running product governance processes Blend of business and technical acumen with big-picture thinking and execution focus History of developing and scaling businesses with a builder mindset Core Values Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the product. Always ready to learn quickly, helping themselves and the team grow. Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily work, working closely with the team, listening to their ideas, and celebrating successes together. Accountability Starts with Me: Notices problems and takes personal action to solve them. Unwavering Commitment to Customer Experience: Regularly talks to residents and management companies, taking personal responsibility to understand what they need, address concerns, and make their experience better with improved Vantaca processes. Innovate Boldly: We challenge the status quo and push boundaries to create meaningful change. We act with urgency and purpose, knowing that innovation drives our success. Why You Should Join Our Team Build consumer products that millions use. Shape how homeowners across the country interact with their communities every day. AI-First Product Culture with access to cutting-edge tools and autonomy to experiment. Our eNPS is +68! (Google it, that is great) Benefits: Medical, Dental, and Vision kick in day one Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year) 401K with Company Match Remote Flexible - come to the office when needed Great parental leave benefits Unicorn-stage growth: $1.25B valuation, $300M Series C, scaling from 275 to 400+ employees Named on Inc 5000 list of America's Fastest Growing Private Companies Named on Inc 5000 Vet 100 Private Companies list multiple years in a row Winner of Coastal Entrepreneur Award, Technology Category Active employee-led Culture Committee Ongoing industry and professional development trainings available to all employees Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community We're playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We're building something cool and people like it here. We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting team. We will compare your background with the qualifications and requirements for the position. If you are selected for an interview you will receive an e-mail from someone on our recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role.

Lead strategy and development of AI-native platform capabilities to enable real-time AI, predictive analytics, and automation. | Deep technical fluency in platform architecture, AI infrastructure, and experience in product management of SaaS or infrastructure platforms. | Description Powered by AI, Vantaca's vision is big! We are the leading AI-native community management performance platform that enables owners and operators, community management teams, boards and associations to work smarter, faster, and with unprecedented insight. More than just accounting and management software, Vantaca is intelligent business operating software that leverages artificial intelligence to automate routine work, surface actionable insights, and help our customers increase revenue, efficiency, flexibility, and control. Built on modern cloud architecture with a single-platform design, Vantaca combines comprehensive functionality that adapts to 100% of business processes with AI-powered automation that learns and improves over time. Our proactive AI capabilities don't just report on what happened; they predict what's coming and recommend what to do next. From intelligent document processing and predictive analytics to automated workflows and conversational interfaces, we're transforming how community management companies operate. With seamless integrations across the software and banking ecosystem, we're building the intelligent hub for community management where AI doesn't just assist, it anticipates. Vantaca is focused exclusively on community management and is the trusted technology leader defining the AI-powered future of the community association management industry. We're building something fundamentally different, and our customers are experiencing the competitive advantage that comes from working with truly intelligent software. Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company—we're building the category-defining platform that will transform how an entire industry operates. Overview As the Senior Product Manager for Vantaca's platform, you will be responsible for the strategy, roadmap, development, and delivery of the intelligent platform capabilities that power our AI-native product suite. We are looking for someone who is deeply knowledgeable about modern platform architecture and eager to leverage AI to fundamentally transform how we build, deploy, and scale software. You'll work at the intersection of platform engineering and AI innovation, ensuring our infrastructure enables real-time AI capabilities, predictive analytics, and intelligent automation at scale. Your internal customers are product managers and engineers building AI-powered features who depend on you to create platform capabilities that accelerate innovation rather than create bottlenecks. This means designing for sub-second inference latency, event-driven AI orchestration, and architectural patterns that allow AI to anticipate rather than react. We expect our product managers to be passionate about understanding the needs of our users—in this case, internal engineering and product teams—and turning that empathy into exceptional platform experiences. Our PMs leverage cutting-edge AI tools daily, as you will have access to the latest AI platforms and the autonomy to experiment with emerging tools that make you more effective. You will work collaboratively with platform engineers, data scientists, and product counterparts to develop a deep understanding of platform requirements, develop a strategy for near-term and long-term platform evolution, and then work closely with our engineering team to take the right ideas from concept to final delivery. Accountability Key Initiatives Define and execute platform modernization roadmap to enable AI-optimized microservices Establish performance standards that enable agentic automation and exceptional user experiences Partner with engineering on architectural decisions for event-driven, AI-native infrastructure and proactive insights Ensure platform capabilities support real-time AI inference, model orchestration, and intelligent automation Responsibilities Evolve and drive the product vision and strategy for Platform, ensuring that it aligns with Vantaca's AI-native company goals, technical requirements, and customer needs. Use quantitative and qualitative methods to identify platform bottlenecks, performance patterns, and technical debt, then translate these insights into a prioritized roadmap that enables AI innovation velocity. Regularly evaluate and incorporate new opportunities for platform modernization, like emerging AI infrastructure technologies, cloud-native patterns, and development tooling. Define and track milestones, metrics, and key performance indicators (KPIs) to monitor platform health and adoption, leveraging AI tools to analyze system performance, identify anomalies, and generate actionable insights from telemetry data. Collaborate with platform engineers to develop best-in-class developer experiences, using AI prototyping tools to rapidly test architectural patterns and validate technical approaches before committing to full implementation. Stay consistently curious about our internal customers and their needs, regularly conducting interviews with product teams, engineering retrospectives, and technical discovery sessions to ensure that the platform supports their most pressing requirements. Partner with AI/ML teams to identify high-impact opportunities for platform improvements that accelerate AI development, from model serving infrastructure and embedding pipelines to prompt optimization and LLM integration patterns. Work closely with engineering, architecture, and DevOps teams to deliver high-quality platform releases on time and within scope, then analyze and iterate based on performance metrics and user feedback. Ensure platform requirements are well-defined, accurate, documented, and communicated to all relevant stakeholders. Build and maintain a roadmap and backlog at least 2-3 sprints ahead of the platform team and communicate transparently. Collaborate with internal stakeholders to ensure alignment on platform priorities and regularly provide transparent updates on platform roadmaps, migration progress, and key performance metrics to executive leadership and product teams. Partner with Product Management, Engineering Leadership, and Data Science to ensure that platform capabilities enable successful feature launches, including working with product teams to understand their infrastructure needs, defining platform SLAs that support business goals, and ensuring platform documentation and support are ready. Contribute to the entire Product Management team by supporting teammates, identifying opportunities for collective growth, and actively participating in our collaborative, constructive team culture. Requirements AI-Native Product Management Experience Demonstrated ability to use AI tools (ChatGPT, Claude, Cursor, v0, etc.) to accelerate product work—from rapid prototyping of platform architectures and technical documentation to competitive analysis of infrastructure approaches. Experience building interactive prototypes or technical proof-of-concepts using AI-powered tools to validate platform patterns quickly with engineering teams before major infrastructure investment. Comfortable leveraging LLMs for technical research, synthesis, and communication—turning complex platform requirements into clear narratives for business stakeholders and vice versa. Track record of using AI to enhance personal productivity and team velocity, whether through automated workflows, intelligent summarization of technical discussions, or rapid iteration on architectural designs. Platform Product Management Experience Bachelor's degree in Computer Science, Engineering, or a related technical field or equivalent professional experience. 4+ years of product management experience with B2B SaaS platforms, infrastructure products, or internal developer tools. Deep technical fluency to discuss microservices, APIs, event-driven systems, and AI/ML infrastructure with engineering teams. Can read code and understand technical trade-offs. Understanding of AI platform requirements: model serving, inference optimization, embedding pipelines, LLM integration patterns, and how platform architecture enables or constrains AI capabilities. Exceptional leadership, communication, and interpersonal abilities. Lead by example by creating a strong sense of purpose within engineering teams and promoting a culture of technical excellence. Demonstrated success in driving platform adoption and enabling internal customer success through infrastructure improvements. A strategic thinker with a passion for technical innovation and a track record of balancing platform stability with velocity. A collaborative leader who can ingest good ideas from wherever they originate and quickly build trust and mutual respect with deeply technical engineering teams. Experience with platform modernization (monolith to microservices) or building AI/ML infrastructure is a plus. Skills and Abilities AI-augmented workflow proficiency. You regularly use AI tools to prototype platform architectures faster, analyze system performance more deeply, and communicate technical concepts more effectively. You see AI as a force multiplier for platform velocity and quality. Strong technical and strategic capabilities. You can gather specific platform requirements from internal teams and turn them into infrastructure opportunities that increase engineering velocity and enable AI innovation. Strong analytical skills. You can work with telemetry data, performance metrics, and system logs to quickly gain insights, identify bottlenecks, and communicate data-informed narratives about platform health to technical and business audiences. Comfort working in a growth-mode company. You should be excited to work in new and fast-changing technical circumstances as platform requirements evolve alongside rapid product development and AI innovation. Self-starting. You are able to manage multiple, competing platform priorities, navigate technical trade-offs, and meet delivery commitments with limited direction. Excellent attention to detail and strong desire to iterate and improve on processes. You are committed to demonstrating continuous improvement in platform performance, reliability, and developer experience. Excellent written and verbal communication. You are comfortable translating between technical and business stakeholders, presenting to all levels of the company, and explaining complex platform decisions to non-technical audiences. Core Values Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the product. Always ready to learn quickly, helping themselves and the team grow. Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily work, working closely with the team, listening to their ideas, and celebrating successes together. Accountability Starts with Me: Notices problems and takes personal action to solve them. Unwavering Commitment to Customer Experience: Regularly talks to residents and management companies, taking personal responsibility to understand what they need, address concerns, and make their experience better with improved Vantaca processes. Innovate Boldly: We challenge the status quo and push boundaries to create meaningful change. We act with urgency and purpose, knowing that innovation drives our success. Why You Should Join Our Team Build consumer products that millions use. Shape how homeowners across the country interact with their communities every day. AI-First Product Culture with access to cutting-edge tools and autonomy to experiment. Our eNPS is +68! (Google it, that is great) Benefits: Medical, Dental, and Vision kick in day one Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year) 401K with Company Match Remote Flexible - come to the office when needed Great parental leave benefits Unicorn-stage growth: $1.25B valuation, $300M Series C, scaling from 275 to 400+ employees Named on Inc 5000 list of America's Fastest Growing Private Companies Named on Inc 5000 Vet 100 Private Companies list multiple years in a row Winner of Coastal Entrepreneur Award, Technology Category Active employee-led Culture Committee Ongoing industry and professional development trainings available to all employees Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community We're playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We're building something cool and people like it here. We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting team. We will compare your background with the qualifications and requirements for the position. If you are selected for an interview you will receive an e-mail from someone on our recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role.

Build and lead a high-performing customer support team, define processes, and collaborate with product and engineering teams to improve customer experience. | Requires 3+ years of SaaS support leadership, strong technical troubleshooting skills, and experience managing support operations in a high-growth environment. | Description HOAi is a fast-growing startup revolutionizing the community association management industry. Our AI workforce platform integrates machine learning technology to streamline labor-heavy processes, eliminating inefficiencies and driving scalability. With rapid growth in the AI space, we are pushing boundaries to redefine industry standards. HOAi is the leading AI solution for the community association management industry, enabling organizations to deploy AI Agents that function like experienced managers. These AI Agents go beyond traditional AI by proactively executing complex, multi-step processes with human-like reasoning—working autonomously, 24/7, across your entire operation. This transformation optimizes labor costs, enables growth without additional hires, and ensures faster, higher-quality service for residents and board members. HOAi was acquired by Vantaca in the fall of 2024. Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company – we're building the category-defining platform that will transform how an entire industry operates. Here's the reality of our trajectory: Growing 100% year-over-year Our AI product (HOAi) went from $0 to millions in months Backed by Cove Hill Partners and JMI Private Equity 6M+ doors on our platform, displacing legacy systems About the role you will be responsible for shaping, and scaling a high-performing technical support function from the ground up. This is not a traditional support manager role. We are a fast-moving startup within a larger organization, and this role requires a leader who thrives in ambiguity, has exceptional agency, and is energized by the challenge of transforming a small, emerging support effort into a world-class operation. You will own the full customer support lifecycle for HOAi: defining processes, mentoring team members, managing escalations, collaborating with Product and Engineering, and ensuring customers receive fast, accurate, and empathetic resolutions. This role reports directly to the Senior Director of Customer Experience (HOAi) and will serve as the internal authority on HOAi support strategy, operations, and execution. What Success Looks Like Within your first 6–12 months, you will: Build and lead a cohesive HOAi support team that delivers consistent, high-quality customer experiences Establish clear processes for ticket triage, escalation paths, and cross-functional collaboration Implement and manage SLA, CSAT, and efficiency metrics Reduce time-to-resolution and improve first-contact resolution rates Partner with Product and Engineering to translate customer issues into actionable improvements Create a scalable foundation that supports rapid customer and product growth Key Accountabilities Lead, Manage, Accountability (LMA): Build and lead the HOAi Support organization Own the end-to-end customer support experience for HOAi clients Hire, mentor, and develop a growing team of support specialists Define and execute the HOAi support strategy, tools, and processes Serve as the voice of the customer internally Drive measurable improvements in SLA attainment, CSAT, and operational efficiency Core Responsibilities Strategy & Operations Design and implement a comprehensive HOAi customer support strategy aligned with company growth and customer success objectives Build a scalable, repeatable support framework that can adapt quickly to new products, workflows, and customer needs Define processes for ticket intake, prioritization, triage, escalation, and resolution Establish clear service level agreements (SLAs) and ensure consistent adherence Implement reporting and dashboards to track key performance indicators Drive continuous improvement through workflow optimization and automation Team Leadership Recruit, onboard, and develop a high-performing HOAi support team Provide day-to-day coaching, mentoring, and performance management Create training programs and knowledge resources to improve team effectiveness Foster a culture of accountability, ownership, and customer advocacy Conduct regular 1:1s, performance reviews, and career development planning Customer Experience Act as the escalation point for complex or high-impact customer issues Independently manage critical customer scenarios with professionalism and empathy Ensure timely, high-quality communication with customers at all stages of issue resolution Identify recurring customer pain points and advocate for solutions Collaborate with Customer Experience, Engineering, and Product Teams to ensure seamless client interactions Cross-Functional Collaboration Partner closely with Product and Engineering to prioritize bugs, enhancements, and product improvements Create a structured “voice of customer” feedback loop Translate support trends into actionable product and process recommendations Coordinate resolution of technical issues requiring development resources Help define internal processes between HOAi Support, and Vantaca Support Metrics and Reporting Track, analyze, and improve key performance indicators such as: SLA attainment CSAT Time to resolution Ticket volume and trends Team productivity Regularly report on team performance and strategic initiatives to leadership Expectations For Success SLA Attainment: ≥ 80% CSAT: ≥ 92% Measurable reduction in escalations and resolution times Continuous improvement in team efficiency and quality Qualifications Required 3+ years of leadership experience in SaaS technical support 5+ years working within a software support organization Proven experience managing support teams and processes Strong technical aptitude and troubleshooting ability Exceptional written and verbal communication skills Demonstrated ability to prioritize, execute, and deliver in ambiguous environments High emotional intelligence and customer empathy Process-oriented mindset with strong attention to detail Highly Desired Experience in early-stage or high-growth SaaS environments Familiarity with AI products or automation platforms Experience supporting enterprise B2B customers Background working with ticketing systems, SLAs, and support analytics Knowledge of HOA/Community Association Management industry (a plus) Competencies and Behaviors The ideal candidate will be: Highly proactive with a strong sense of ownership Comfortable operating without fully defined playbooks A problem solver who seeks clarity and drives action Collaborative across departments Data-driven and metrics-focused Calm and effective under pressure Passionate about building exceptional customer experiences Why This Role Matters This is a rare opportunity to be the foundational leader of a brand-new support function inside a rapidly growing AI company. You will have direct impact on how HOAi serves its customers, how the team grows, and how support evolves as a strategic differentiator. If you’re excited to roll up your sleeves, build something meaningful, and help shape the future of AI-powered customer support, we want to talk to you. The HOAi Way Shoot for Impossible and Make it Happen: Sets audacious goals that others might see as unreachable and breaks them into actionable steps. Relentlessly perseveres through obstacles with resourcefulness and determination, turning ambitious vision into tangible results. Radical Candor Leads to Humble Excellence: Gives and receives direct, honest feedback with genuine care for others' growth. Stays open-minded on the path to continuous improvement, recognizing that the best outcomes come from carrying no ego. Hire and Develop the Best Talent: Actively seeks exceptional people who raise the bar and invests deeply in their growth. Creates opportunities for team members to stretch their capabilities, providing coaching and support that helps them reach their full potential. Why You Should Join Our Team Our eNPS is +68! (Google it, that is great). Benefits: Medical, Dental, and Vision kick in day one. Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year). 401K with Company Match. Remote Flexible - come to the office when needed. Great parental leave benefits. Named on Inc 5000 list of America’s Fastest Growing Private Companies. Named on Inc 5000 Vet 100 Private Companies list multiple years in a row. Winner of Coastal Entrepreneur Award, Technology Category. Active employee-led Culture Committee. Ongoing industry and professional development trainings available to all employees. Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community. We’re playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We’re building something cool and people like it here. We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting team. We will compare your background with the qualifications and requirements for the position. If you are selected for an interview you will receive an e-mail from someone on our recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role.