Mid-Market Customer Success Manager

Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology for brands to unlock the extraordinary power of experiences. In a world where 76% of consumers would rather spend their money on experiences over material goods, Way provides the technology for brands to meet this rapidly changing consumer behavior.Way emerged in 2020 as a solution for hospitality brands to build brand loyalty and drive new experiential revenue at scale. Since then, industry leaders such as Hyatt Hotels, Graduate Hotels, AutoCamp, Auberge Resort Collection and hundreds of others have leveraged Way’s all-in-one experiential platform to launch and scale unforgettable experiences — from hot air balloon rides above 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 backed by Tiger Global, MSD Capital (Michael Dell) at a $100m valuation, as it continues to grow triple digits year over year.The team is rapidly expanding and looking for focused, vision-oriented team players and leaders eager to join a fast-paced and dynamic environment where the work isn’t easy but the reward is unmatched as we transform hospitality and experiences globally.Way Mid-Market Customer Success ManagerWe’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. 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 mid-market customers in a SaaS environment. You may also have experience working in or 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 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.You will...Work with the founding team and VP of Customer Experience to continue bringing the company’s vision from idea to reality.Ensure that all accounts under your management have healthy product adoption, realize value and are likely to renew. Gross Revenue Retention targets are set annually and measured quarterly.Work with the Implementation team to manage the transition of accounts to Customer Success by conducting a hand off call and keeping Success Plans up to date and on track.Conduct regular business reviews with customers to ensure mutual success is imminent.Build, maintain, and grow relationships with all key stakeholders, decision makers, and champions at accounts under your management through phone, responsive email, and scheduled meetings.Leverage Gainsight sponsor tracking, linked in and other tools to ensure we capture changes in roles and transitions across properties and brands. Conducting live 1:1, 1:Many, and recorded product walk-throughs reinforcing best practices for leveraging the Way Platform.Collaborate internally to course correct including re-implementation and training for new users on the Way platform for the accounts assigned.Provide ongoing responses in a very timely manner to support requests from accounts under your management.Collaborate with the Account team for executing account and product expansion opportunities.Ensure that renewals are turnkey and any risks of churn are mitigated prior to contract renewals.Follow up with decision makers and champions ahead of renewals to ensure we understand their intent to renew or not, and mitigate risk early on if needed. At Way, CSMs are responsible for moving a contract through to renewal with support from Account Teams on contract negotiations and expansion.Maintain and communicate regular diagnostics on the health status of accounts under your management to Account Team leadership.Log and record all relevant communication, notes, data, etc in the company’s CRM.Work directly with our founding team and other departments to ensure that our customer success and retention numbers remain in line with company targets.Be an active team player and ideator in coming up with more efficient ways to communicate with mid market customers at scale.We are looking for someone who...Has Strong Business AcumenUnderstands 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.Effectively Manages TimeHighly 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.Demonstrates Effective CommunicationPuts 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 reprioritize call topics on the fly. Quickly adjusts to changes in plans. Presents solutions for working with given resources.Is Solution OrientedCan 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.Thinks outside the box. Sets time aside to learn independently and stay on top of trends.Fosters RelationshipsEager to help others and share experiences.Thinks from a customer-centric POV. Is passionate about people and building relationships - lets this quality shine through in their tone of voice.An engaging and positive personality that delights customers.Puts forth effort to make personal connections in person and over the phone in an increasingly digital world - customers in hospitality appreciate this effort and phone calls are still effective for building warm, reliable relationships.Very strong organizational skills and the ability to implement and execute on various processes and timelines to ensure customer success.Thrives In Start-Up EnvironmentThe ability to deeply understand a cutting edge but intuitive software tool.The ability to build and nurture relationships with highly sophisticated brand and marketing leaders in the hospitality industry.The ability to thrive in a dynamic, fast-paced environment.Pride in their work.A desire to always go above and beyond.A desire to be the best at their craft.The willingness to put in the work necessary to deliver outsized results.An interest in growing for the long term with an early stage, high-growth company.Is ExperiencedAt least 3-5 years of experience in customer success or similar roles, ideally in the software industry.English fluency. Spanish, French, or other foreign language proficiency is a plus, but not at all needed.Other DetailsCompensation 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.

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