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About the Role
Way is seeking an experienced Customer Success Manager to manage its largest customers, including relationships at the corporate and property level. This role requires an organized, analytical, effective communicator who excels at relationship building and thrives in a scaling startup environment.
Responsibilities
- Develop and execute strategic success plans at corporate and property levels to maximize product adoption.
- Build and maintain customer relationships through proactive engagement, timely support, and broader relationship building.
- Monitor account health weekly through usage patterns, revenue performance, and engagement metrics.
- Prepare and deliver data-driven QBRs demonstrating measurable value and identifying growth opportunities.
- Coordinate internal resources across sales, product, marketing, and support teams to solve customer challenges.
- Document organizational maps, stakeholder relationships, success metrics, and growth strategies for each account.
- Understand decision-making structures within hotel brands, ownership groups, and management companies to drive adoption.
Requirements
- Growth Mindset: Energized by ambiguity, comfortable with change, and sees fast-paced environments as opportunities.
- Proactive Ownership: Anticipates needs, surfaces risks early, and takes initiative to drive outcomes.
- High Attention to Detail: Catches inconsistencies, subtle shifts, and important contract details.
- Meticulous Organization: Manages multiple accounts without dropping balls and keeps documentation current.
- Exceptional Communication Skills: Adapts message for different audiences and communicates effectively in writing, presentations, and conversation.
- Business Acumen: Understands how hotels make money, drives decisions, and positions solutions aligned with objectives.
Skills
- Relationship Building
- Strategic Planning
- Customer Relationship Management
- Data Analysis
- Executive Presentations
- Cross-functional Collaboration
- Account Management
- CRM
- Communication
- Business Acumen
Location
- Austin, Texas
Work Type
- Full-time
Experience Level
- Experienced
Salary/Compensations
- Attractive salary package commensurate with experience and skill level
Benefits
- Comprehensive healthcare coverage
- Opportunities for professional growth
- Stock options
- Annual stipends for hotel stays and travel
About the Company
- Way is the category-leading B2B technology platform empowering brands to unlock the power of experiences.
- Founded in 2020, Way began as a solution for hospitality brands to drive brand loyalty and generate experiential revenue at scale.
- Industry leaders like Hyatt Hotels, Hilton, Trailborn, and Auberge Resorts Collection rely on Way’s all-in-one experiential platform.
- Way achieved a $20 million Series A funding round in late 2022, led by Tiger Global and MSD Capital, at a $100M valuation.
- The company is rapidly growing and transforming the hospitality and experiences industry globally.