Mid-Market Customer Success Manager

Job Description

Job Description

Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology platform empowering brands to unlock the power of experiences. In a world where 76% of consumers prefer spending on experiences over material goods, Way enables brands to adapt to this shift with cutting-edge technology.

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 to launch unforgettable experiences — from hot air balloon rides in Mexico City to truffle hunting in the French countryside.

Way has achieved significant milestones, including a $20 million Series A funding round in late 2022, led by Tiger Global and MSD Capital (Michael Dell), at a $100M valuation. As the company continues its rapid growth, we’re seeking visionary, driven team players to join our dynamic environment, where challenges are met with unmatched rewards as we transform the hospitality and experiences industry globally.

The Role

Way is looking for an experienced Customer Success Manager who thrives in the complexity of scaling a startup. This role requires someone who is organized, analytical, an effective communicator, and strong at relationship building. If you are a self-starter looking to grow professionally, this role is a great fit for you.

Key Responsibilities

• Drive Retention & Renewals : Own quarterly revenue targets by maintaining accurate forecasts, identifying and addressing at-risk accounts early, and effectively securing renewals.
• Maximize Product Adoption : Develop and execute strategic success plans at corporate and property levels, ensuring hotel brands fully leverage Way's product to meet their business objectives.
• Manage Customer Sentiment : Build and maintain customer relationships through proactive engagement, timely support, and broader relationship building.
• Analyze & Act on Data : Monitor account health weekly through usage patterns, revenue performance, and engagement metrics.
• Lead Executive Business Reviews : Prepare and deliver data-driven QBRs that demonstrate measurable value, identify growth opportunities, and align on strategic priorities with both customer and internal executive teams.
• Collaborate Cross-Functionally : Coordinate internal resources across sales, product, marketing, and support teams to solve customer challenges, sharing insights that improve the overall customer experience and inform company strategy.
• Maintain Strategic Account Plans : Document organizational maps, stakeholder relationships, success metrics, and growth strategies for each account—keeping CRM and shared documentation current and accessible.
• Navigate Complex Organizations : Understand decision-making structures within hotel brands, ownership groups, and management companies to identify key influencers and drive adoption at all levels.

What We Are Looking For

• Growth Mindset : You're energized by ambiguity, comfortable with change, and see fast-paced environments as opportunities rather than obstacles. You are looking to grow your abilities, intelligence, and skills through effort, learning, and persistence. 
• Proactive Ownership : You don't wait for problems to escalate or for customers to ask for help. You anticipate needs, surface risks early, and take initiative to drive outcomes. 
• High Attention to Detail : You catch what others miss—whether it's an inconsistency in customer data, a subtle shift in usage patterns, or a contract detail that matters for renewals. You take pride in accuracy, from the metrics in your QBRs to the forecasts you submit, knowing that small errors undermine credibility and trust.
• Meticulous Organization : You manage multiple accounts without dropping balls. Your documentation is current, your forecasts are accurate, and your teammates can find what they need without hunting you down.
• Exceptional Communication Skills : You adapt your message for different audiences and communicate with equal effectiveness in writing, presentations, and conversation. You're persuasive without being pushy, clear without being simplistic, and professional while remaining personable.
• Business Acumen : You understand how hotels make money, what drives their decisions, and how to position solutions that align with their objectives. You think commercially and can connect product features to customer outcomes and revenue impact.

Why Join Way?

• Attractive salary package commensurate with experience and skill level
• Comprehensive healthcare coverage and other benefits
• Opportunities for professional growth in a fast-paced tech environment
• Stock options that offer a stake in our success
• Modern office located in the vibrant city of Austin, Texas
• Annual stipends for hotel stays and travel, allowing you to experience our partner offerings firsthand

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.