Way offers a simple, scalable software platform that lets anyone easily create and curate brand-defining experiences
The Role
Own and grow enterprise hotel accounts by driving product adoption with strategic success plans, monitoring account health and usage data, leading executive QBRs, coordinating cross-functional teams, maintaining account documentation/CRM, and navigating complex organizational decision structures to deliver measurable value and identify growth opportunities.
Summary Generated by Built In
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. You will own our largest customers, including relationships at the corporate and property level.
Key Responsibilities
- 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
Skills Required
- Experience as a Customer Success Manager working with enterprise accounts
- Proven ability to develop and execute strategic success plans
- Strong relationship building and account management skills at corporate and property levels
- Experience preparing and delivering executive-level QBRs and presentations
- Ability to analyze usage, revenue, and engagement metrics to monitor account health
- Proficiency with CRM and maintaining shared account documentation
- Exceptional communication skills (written and verbal) and stakeholder management
- High attention to detail, meticulous organization, and proactive ownership
- Business acumen and understanding of hotel operations and commercial drivers
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Way provides a SaaS platform to hospitality and real estate companies enabling them to launch peer-to-peer experiences. Leading brands and independents like Bunkhouse Group in Austin, The Little Nell in Aspen, Life House Hotels, Auberge, and countless others leverage Way to drive revenue and build brand loyalty. In the future, all brands will be known for the immersive, real-world experiences they provide, and Way is the infrastructure that is powering this transition.
Gallery
.jpg)
