Way · 1 month ago
Customer Success Manager
Austin, TX
Full-time
Onsite
Mid LevelWay is a category-leading B2B technology platform headquartered in Austin, Texas, empowering brands to unlock the power of experiences. They are seeking an experienced Customer Success Manager to drive retention and renewals, maximize product adoption, and manage customer sentiment, all while navigating complex organizations.
Brand MarketingInformation TechnologySoftware
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
Qualification
Required
Organized
Analytical
Effective communicator
Strong at relationship building
Self-starter
Drive Retention & Renewals
Maximize Product Adoption
Manage Customer Sentiment
Analyze & Act on Data
Lead Executive Business Reviews
Collaborate Cross-Functionally
Maintain Strategic Account Plans
Navigate Complex Organizations
Growth Mindset
Proactive Ownership
High Attention to Detail
Meticulous Organization
Exceptional Communication Skills
Business Acumen
Benefits
Comprehensive healthcare coverage and other benefits
Stock options that offer a stake in our success
Annual stipends for hotel stays and travel, allowing you to experience our partner offerings firsthand
Company
Way
The all in one experiential platform
Founded in 2020
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$20MKey Investors
Tiger Global Management
2022-11-01Series A· $20M
Leadership Team
Michael Stocker
Co-Founder
Recent News
PR Newswire UK
2025-08-25
Derive Ventures
2023-11-02
Company data provided by crunchbase