Way
Mid-Market Customer Success Manager
Austin · Mid
Sponsorship not specifiedDetected 243 days ago
CRMCustomer SuccessCommunicationPublic Speaking
About the role
- Way is looking for an experienced Customer Success Manager who thrives in the complexity of scaling a startup.
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.
- 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.
- 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.
- 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.
- This role requires someone who is organized, analytical, an effective communicator, and strong at relationship building.
Requirements
- If you are a self-starter looking to grow professionally, this role is a great fit for you.
Skills
- Why Join Way?
Benefits
- Monitor account health weekly through usage patterns, revenue performance, and engagement metrics.
- You are looking to grow your abilities, intelligence, and skills through effort, learning, and persistence.
Company info
- What We Are Looking For
- 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.
- Founded in 2020, Way began as a solution for hospitality brands to drive brand loyalty and generate experiential revenue at scale.
This listing is sourced directly from Way's careers page and normalized into a canonical job model.