Enterprise Customer Success Manager

Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology platform enabling brands to capitalize on the growing demand for transformative experiences. With 76% of consumers prioritizing experiences over material goods, Way delivers the tools brands need to adapt to this seismic shift in consumer behavior.

Founded in 2020, Way has redefined how hospitality brands build loyalty and generate experiential revenue at scale. Industry leaders such as Hyatt Hotels, Graduate Hotels, AutoCamp, and Auberge Resorts Collection, among hundreds of others, leverage Way’s platform to execute unforgettable offerings—from hot air balloon rides over Mexico City to truffle hunting in the French countryside.

Following a $20 million Series A funding round in late 2022, led by Tiger Global and MSD Capital, Way continues to grow at triple-digit rates year-over-year, backed by a $100 million valuation.

We are seeking accomplished professionals eager to work in a fast-paced, results-driven environment that demands excellence and rewards impact.

We’re looking for driven, talented, curious, and entrepreneurial Customer Success Managers to join our team and be among the first hires at a high-growth, industry-changing, and globally-minded technology company. As one of the first several hires, you’ll play a foundational role in continuing to ensure the success of the company’s quickly growing customer base of hospitality brands across the world. We’re looking for people who are passionate about their work, take pride in its results, and individuals who work well in small teams with fast-paced environments. We’d love it if you have previous startup experience at a company with fewer than 50 employees, but it’s not required. You’re comfortable working independently and you don’t need hand-holding, but you’re also always eager to work directly with key internal and external stakeholders to align on objectives and approaches. You’re also excited about building an industry-changing company and taking ownership and pride in your work and its results.

Ideally, you have experience providing consultative, proactive, and engaging customer success and support motion to Global Enterprise customers in a SaaS environment. In a perfect world, you may also even have experience working in or working at a company that provides services to the hospitality and/or real estate industries. You are laser-focused on not just ensuring our customers are satisfied, but that customers become Way's biggest advocates. Finally, we’re looking for people who are entrepreneurial - you’re not looking for just another job, but for a place to take ownership (literally) in your work and the fruits of your labor, and you’re able to think long-term and committed to contributing to building a successful company.

Responsibilities

Data and Relationship Driven Decision Making

• Leverage data driven decision making to develop growth and risk mitigation strategies within each logo. 
• Work with executive management to identify strategic growth opportunities for accounts within their book of business.
• Increase relationship health and network to understand overall strategy and revenue targets for the brands within an assigned book of business.
• Analyze customer data to inform decision-making and strategy development including weekly tracking and monitoring of client usage, milestones, value, and health metrics; proactively intervening as needed.
• Provide insights to internal cross functional partners - marketing, product, support to improve customer experience and inspire improvements to acquisition and retention of Enterprise logos.

Corporate Team Engagement

• Develop and prepare customer success plans at the corporate level and coordinate property specific success plans with support form associate CSMs if available. 
• Develop and prepare Executive Business Reviews for Way executive and Customer Executive teams.
• Engage and pull internal executive sponsors for proactive and reactive engagements.
• Develop and maintain high-level relationships with key enterprise clients, understanding their business needs and objectives including financial metrics for increased partnership to achieve goals leveraging the Way platform.

Internal Collaboration

• Advocate for the customer internally to secure and manage resources for customer needs that require collaboration across departments and teams. 
• Coordinate with marketing teams to generate case studies, gain access to corporate events to host impactful online and in person workshops, and presentations. 
• Coordinate onboarding experiences, including participating in kick off calls to understand and communicate value. 
• Develop and update strategic account plans including company strategic goals and how they relate to the Way product and service offerings, compiling company organization to understand key decision makers, users, influencers, develop strategies for expansion and loyalty alongside AE or account manager. 
• As a senior experience Customer Success Manager, advise and consult on CSM playbooks for risk, expansion.

Renewals and Negotiations

• Is involved in planning successful high touch negotiations for renewals and expansion and can provide key insights into overall performance to drive efficient decision making at the corporate level.
• Works closely with account teams to expand account.




Additional Skills We're Looking For

Business Acumen

• Understands the lagging indicators of gross and net revenue retention within a SaaS business and understands their responsibility and impact in managing results for their assigned book of business.
• Understands basic financial metrics of any business including margins, profits, operational expenses, etc that help position the value of way to high level decision makers.
• Is able to use data to communicate value and spot trends within accounts at aggregate and within individual accounts

Time Management

• Highly organized, leverages CRM and other systems to track a book of business and ensure customer mutual action plans are completed on time. Experience with Gainsight is a plus. 
• Plans their work week ahead to prioritize accounts effectively and efficiently but is also able to adjust when reprioritization is needed.

Effective Communication

• Puts situations into perspective of individual issues vs. big picture problems. Can reduce stress for client by talking them through difficult problem solving.
• Can speed up, slow down, reword in a multitude of ways to accommodate the client's pace, and understanding. Takes on escalated clients. Can re-prioritize call topics on the fly. Quickly adjusts to changes in plans. Presents solutions for working with given resources.

Solution Oriented

• Can anticipate long term issues and address them in advance. Strong active questioning. Explains the "why" behind things. Can easily present alternative solutions to a problem and describe the long-term pros and cons of each. Is able to easily predict a future result given the variables of a situation. 
• Think outside the box. Sets time aside to learn independently and stay on top of trends.

Fosters Relationships

• Eager to help others and share experiences. 
• Thinks from a customer-centric POV.
• Is passionate about people and building relationships- let's this quality shine through in their tone of voice.

Other Qualifications & Details

• At least 3-5 years of experience in Enterprise Customer Success, ideally in the software industry. Additional Hospitality experience is a plus.
• English fluency. Spanish, French, or other foreign language proficiency is a plus, but not at all needed
• Compensation includes competitive salary, generous equity, medical, dental, and vision coverage paid 100% by the company, 401K benefits and other travel-related perks.
• Candidates are required to be located in or willing to relocate to Austin, TX.
• Way is building a workplace environment of team members who are passionate and excited to be together in person at its space in downtown Austin to continue to enable our fast-paced growth trajectory.
• You should be excited about startups and not looking for an easy job. This is a commitment, but it’s a commitment that will set you, and as a byproduct, the company, apart from the pack.