Remote — AmericasRemoteFull-time
SaaSRetentionStartups
01·Open role
02·Overview
About the opportunity
Airbnb is looking for a trust & safety manager to be the bridge between our customers and our team. You'll help customers succeed, feed insights back to product, and shape the way we support the people who use us.
You'll manage a book of customers through onboarding, adoption, and renewal. Expect to run trainings, resolve issues alongside support, and be the voice of the customer internally.
03·What you'll do
Your responsibilities
- 01
Own a portfolio of customer accounts end-to-end.
- 02
Drive adoption, retention, and expansion.
- 03
Run onboarding, trainings, and quarterly business reviews.
- 04
Partner with support on complex escalations.
- 05
Feed insights back to product, sales, and marketing.
- 06
Identify referenceable customers and case study opportunities.
04·Requirements
What we're looking for
5+ years in CS, account management, or a similar role.
Experience owning renewals and expansion targets.
Comfort presenting to executive audiences.
Strong project management skills.
Empathy for both customers and internal stakeholders.
05·Bonus
Nice to have
- Technical background.
- Multilingual fluency.
- Product / project management skills.
06·Tech stack
Tools you'll live in
Day-to-day toolchain — no proprietary lock-in, all industry-standard.
PolicyOpsLeadership
Primary — used daily
07·Perks & benefits
What comes with the role
Competitive comp
Salary + meaningful equity
Fully remote
Work from any timezone
Best-in-class insurance
Medical, dental, vision
Wellness & learning
$2K/yr stipends
5 weeks PTO
+ paid parental leave
Home office budget
$3K one-time + monthly
08·Team
Who you'll work with
Team size
8 people
Reports to
Head of Design
Timezone overlap
≥ 4h with PST
Peers include
3 senior ICs, 1 EM
09·Compensation
How the offer is structured
Total comp range shown on the sidebar — this is how it breaks down.
- Base salary
- $136k–$170k
- Equity
- $16k–$20k
- Perf. bonus
- $8k–$10k
Paid monthly · reviewed yearly
4-yr vest · 1-yr cliff
Target 100% attainment
10·A typical day
What a workday looks like
Not a script — but a fair sketch of how the good days go.
- 09:00
Async stand-up
Skim overnight PRs and Linear updates. Post priorities for the day.
- 10:30
Deep work block
Ship the meaningful thing — flows, prototypes, or specs. Notifications off.
- 13:30
Design critique
Present WIP, gather structured feedback, or review a peer's work.
- 15:30
Cross-functional sync
Pair with PM + eng on scope, edge cases, and rollout plan.
- 17:00
Wrap + docs
Write up decisions, publish new components, hand off cleanly for async.
11·Hiring process
How we'll get to know each other
- 01
Application review
Within 3 daysWe read every application in full. If there's a fit, we'll reach out to schedule a call.
- 02
Intro conversation
30 minutesA call with a hiring manager to learn about you, share more about the role, and answer questions.
- 03
Working session
60–90 minutesA practical exercise or portfolio review focused on the kind of work you'll actually do here.
- 04
Team meets
2–3 conversationsChats with future teammates to explore how we'd work together day to day.
- 05
Offer
Within 1 weekWe aim to move quickly. If we're excited about you, we'll say so — and back it up with a strong offer.
12·Role FAQs
Common questions, up front
- 01
Is relocation supported?
Yes — full package plus a 3-month serviced apartment in San Francisco. Remote hires stay put.
- 02
Do you sponsor visas?
Yes, for senior roles in our supported jurisdictions. Timelines vary — we're happy to walk through options on the first call.
- 03
What does the offer include?
Base + equity + performance bonus (see breakdown above). Fully covered health, dental, and vision from day one.
- 04
When do I start?
We're flexible — the ideal start is within 8 weeks of signing, but we can accommodate longer notice periods.
13·Ready?
Apply for Trust & Safety Manager
Takes two minutes. You'll hear back within 3 business days — one way or the other.