Owner Experience Manager at Pacaso

United States

<div class="content-intro"><h2><strong>About Pacaso</strong></h2> <p>Pacaso exists to enrich lives by making second home ownership possible and enjoyable for more people. We've reimagined the second home category — pairing a thoughtfully designed co-ownership model with simplified financials, equitable scheduling, and dedicated local property management, so owners get the joy of a true second home without the hassle.</p> <p>Since launch, Pacaso has facilitated more than <strong>$1.2 billion in gross real estate transactions and service fees</strong> across <strong>40+ destinations</strong> in the U.S., Mexico, and Europe — including Aspen, Lake Tahoe, Napa, Malibu, Palm Springs, Cabo, Paris, London, and most recently Florence, Milan, and Rome. We've raised over <strong>$300 million in cumulative equity funding</strong>, closed the largest real estate Regulation A+ offering of 2025, and reserved the Nasdaq ticker <strong>PCSO</strong> as we build toward a public listing.</p> <p>Our work has been featured in <em>The New York Times</em>, <em>The Wall Street Journal</em>, <em>Fortune</em>, <em>Forbes</em>, <em>CNBC</em>, <em>Bloomberg</em>, and others.</p> <h2><strong>Recognition</strong></h2> <p>We're a Certified Great Place to Work and have been honored for both our culture and our category-defining work:</p> <ul> <li>No. 5, Forbes America's Best Startup Employers (2026) — our second consecutive Top 10 ranking</li> <li>Newsweek's America's Greatest Startup Workplaces (2025)</li> <li>Winner, 2025 Inman Best of Proptech Awards — Consumer Experience &amp; Marketplace Innovation</li> <li>Fortune &amp; Great Place To Work Best Workplaces in Real Estate (2024)</li> <li>Best Workplace in the Bay Area™ (2023)</li> <li>LinkedIn Top Startup (2022) · Glassdoor Best Places to Work, #6 (2022)</li> </ul></div><p>&nbsp;</p> <p>The Owner Experience Manager is the primary lifecycle owner for Pacaso owners within a defined region, responsible for driving satisfaction, engagement, retention, and value realization across their portfolio.</p> <p>Operating as a strategic account manager, this role serves as the consistent, relationship-driven point of contact throughout the ownership journey — from post-sale onboarding through active ownership, optimization, and resale advisory.</p> <p>By developing deep familiarity with their regional homes and owners, the Owner Experience Manager builds trusted relationships, anticipates risk, and protects long-term retention and brand integrity.</p> <p>&nbsp;</p> <p><strong>Core Responsibilities</strong></p> <p>Regional Portfolio &amp; Lifecycle Ownership</p> <ul> <li>Manage a defined portfolio of owners within a specific region</li> <li>Serve as the primary relationship owner and strategic point of contact</li> <li>Own the transition of new owners from Sales into the regional portfolio</li> <li>Guide onboarding, first-stay milestones, and expectation setting</li> <li>Develop deep knowledge of regional homes, owner preferences, usage patterns, and sentiment</li> <li>Act as the internal advocate for assigned owners across the organization<br><br></li> </ul> <p>Engagement, Utilization &amp; Retention Strategy</p> <ul> <li>Monitor engagement, utilization, and owner health across the regional portfolio</li> <li>Proactively intervene when risk indicators emerge (declining usage, negative feedback, low engagement)</li> <li>Lead consultative retention conversations focused on long-term value realization</li> <li>Advise owners on calendar strategy and usage optimization based on demand trends and availability patterns</li> <li>Identify friction points early and coordinate cross-functional solutions to protect loyalty and satisfaction<br><br></li> </ul> <p>Resale Advisory &amp; Transaction Coordination</p> <ul> <li>Serve as the primary advisor for owners considering resale within the region</li> <li>Conduct retention-focused discovery while providing informed guidance on resale timing and expectations</li> <li>Advise on share pricing in partnership with Sales/Acquisitions&nbsp;</li> <li>Partner with Sales/Marketing to prepare listings and align on transition strategy</li> <li>Coordinate resale workflows, documentation, and contract execution processes</li> <li>Partner with Sales to maintain proactive communication throughout the transaction to ensure a seamless and positive transition</li> <li>Protect owner sentiment and brand integrity through offboarding</li> </ul> <p>&nbsp;</p> <p>Cross-Functional &amp; Tier Partnership</p> <ul> <li>Partner closely with Owner Experience Agents (first line of defense for owner inquiries) to ensure seamless escalation, communication continuity, and relationship alignment</li> <li>Provide strategic context and guidance to support issue resolution and protect owner sentiment</li> <li>Collaborate with Asset Management, Sales, and Accounting to align communication and execution across the ownership journey</li> <li>Maintain accountability for owner outcomes even when issues are escalated or executed by other teams<br><br></li> </ul> <p>Ideal Background</p> <ul> <li>5+ years in luxury hospitality, high-end real estate, private membership, or premium client services</li> <li>Lives within driving distance of Park City</li> <li>Experience managing high-value client relationships across a full lifecycle</li> <li>Strong consultative, retention, and conflict-resolution skills</li> <li>Working knowledge of real estate pricing dynamics and transaction processes</li> <li>Comfortable discussing calendar usage, financial reporting, and ownership transitions</li> <li>Highly proactive, strategic, and relationship-oriented</li> <li>Able to manage a regional portfolio with accountability for engagement, retention, and resale outcomes</li> </ul> <p>Compensation</p> <ul> <li>Around $130k OTE with equity</li> </ul><div class="content-conclusion"><h2><strong>Why You'll Love Working Here</strong></h2> <p>We invest in our Crew the way we invest in our homes — thoughtfully, generously, and with care.</p> <ul> <li><strong>Competitive base salary and meaningful equity</strong> — every Crew member shares in what we're building</li> <li><strong>Discretionary time off</strong> — take the rest you need, when you need it</li> <li><strong>Premium medical, dental, and vision coverage</strong> for you and your family</li> <li><strong>Sponsored memberships</strong> to One Medical, Peloton, and WellHub for whole-person, modern healthcare</li> <li><strong>401(k)</strong> to help you build long-term security</li> <li><strong>Paid parental leave</strong> for primary and secondary caregivers</li> <li><strong>Home office stipend</strong> and a monthly internet and cell phone reimbursement to set you up for great remote work</li> <li><strong>Quarterly team gatherings</strong> and ongoing learning and development investment</li> </ul> <h2><strong>Our Commitment</strong></h2> <p>Pacaso is proud to be an equal opportunity employer. We welcome applicants of every race, religion, national origin, gender, sexual orientation, gender identity, gender expression, age, ability, and background — including veterans and individuals with disabilities. We believe a Crew as diverse as the owners we serve makes Pacaso stronger, and we're committed to building a workplace where every voice belongs.</p> <p>&nbsp;</p></div>