Owner Experience Manager

About Pacaso 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. Since launch, Pacaso has facilitated more than $1.2 billion in gross real estate transactions and service fees across 40+ destinations 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 $300 million in cumulative equity funding , closed the largest real estate Regulation A+ offering of 2025, and reserved the Nasdaq ticker PCSO as we build toward a public listing. Our work has been featured in The New York Times , The Wall Street Journal , Fortune , Forbes , CNBC , Bloomberg , and others. Recognition We're a Certified Great Place to Work and have been honored for both our culture and our category-defining work: No. 5, Forbes America's Best Startup Employers (2026) — our second consecutive Top 10 ranking Newsweek's America's Greatest Startup Workplaces (2025) Winner, 2025 Inman Best of Proptech Awards — Consumer Experience & Marketplace Innovation Fortune & Great Place To Work Best Workplaces in Real Estate (2024) Best Workplace in the Bay Area™ (2023) LinkedIn Top Startup (2022) · Glassdoor Best Places to Work, #6 (2022) 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. 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. 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. Core Responsibilities Regional Portfolio & Lifecycle Ownership Manage a defined portfolio of owners within a specific region Serve as the primary relationship owner and strategic point of contact Own the transition of new owners from Sales into the regional portfolio Guide onboarding, first-stay milestones, and expectation setting Develop deep knowledge of regional homes, owner preferences, usage patterns, and sentiment Act as the internal advocate for assigned owners across the organization Engagement, Utilization & Retention Strategy Monitor engagement, utilization, and owner health across the regional portfolio Proactively intervene when risk indicators emerge (declining usage, negative feedback, low engagement) Lead consultative retention conversations focused on long-term value realization Advise owners on calendar strategy and usage optimization based on demand trends and availability patterns Identify friction points early and coordinate cross-functional solutions to protect loyalty and satisfaction Resale Advisory & Transaction Coordination Serve as the primary advisor for owners considering resale within the region Conduct retention-focused discovery while providing informed guidance on resale timing and expectations Advise on share pricing in partnership with Sales/Acquisitions Partner with Sales/Marketing to prepare listings and align on transition strategy Coordinate resale workflows, documentation, and contract execution processes Partner with Sales to maintain proactive communication throughout the transaction to ensure a seamless and positive transition Protect owner sentiment and brand integrity through offboarding Cross-Functional & Tier Partnership Partner closely with Owner Experience Agents (first line of defense for owner inquiries) to ensure seamless escalation, communicatio…