Customer Success Manager

Wander•Austin, TX

12d•Onsite

About The Position

Wander is hiring a Customer Success Manager to own relationships with operators after they sign up for WanderOS. The role is based onsite in Austin, Texas, and focuses on helping operators achieve more direct bookings, reduce reliance on online travel agencies (OTAs), and build a brand they own. The Customer Success Manager serves as the operators’ primary partner, guiding them from onboarding through growth, renewal, and expansion while bringing customer feedback to Wander’s product, marketing, and sales teams. WanderOS helps operators promote properties through AI discovery, direct booking websites, marketing services, and integrations with leading property management systems. The Customer Success Manager will help customers realize measurable value from the platform, including gains in direct bookings, conversion, AI visibility, and revenue. They will manage account health and retention, identify expansion opportunities, and help shape Wander’s customer success processes as the company grows.

Requirements

3 to 5+ years of experience in Customer Success, Account Management, or another post-sale SaaS role with responsibility for retention and expansion.
A track record of growing net revenue retention and keeping churn low.
Ability to build trust with business owners and operators focused on ROI and operating a successful business.
Experience driving product adoption and connecting it to measurable customer results.
Comfort discussing renewals, upsells, and pricing.
Background in SaaS or technology.
Ability to use health scores, product usage, and business performance data to prioritize work.
Self-starter who takes ownership and acts without waiting for direction.
Clear, confident communication and a warm, customer-first style.

Nice To Haves

Experience in hospitality technology, PMS, booking engines, proptech, marketing technology, or SEO/web products.
Genuine curiosity about AI and how travelers discover and book stays.

Responsibilities

Own a book of operator accounts from onboarding and go-live through renewal and expansion.
Get new customers up and running, including PMS integration and website setup, and help them reach their first direct bookings.
Help operators maximize WanderOS and demonstrate results in direct bookings, conversion, AI visibility, and revenue.
Build success plans tailored to operators of different sizes.
Monitor account health, identify risks early, and intervene to prevent churn.
Find and close expansion opportunities, including Wander Performance upgrades and additional properties.
Own gross and net retention goals and achieve them quarter after quarter.
Run business reviews connecting WanderOS to ROI, bookings, and reduced OTA dependency.
Share customer feedback with product and go-to-market teams.
Coordinate with Account Executives to ensure a smooth transition from sale to launch.
Help develop the customer success playbook, including onboarding, health scoring, renewals, and expansion.