Enterprise Customer Success Manager

Way • Austin, TX

1d • Onsite

About The Position

Way is seeking an experienced Customer Success Manager to join their dynamic team. This role is ideal for someone who thrives in the complexity of scaling a startup and possesses strong organizational, analytical, communication, and relationship-building skills. The Customer Success Manager will be responsible for managing Way's largest customers, including relationships at both the corporate and property levels.

Requirements

• Growth Mindset: Energized by ambiguity, comfortable with change, and sees fast-paced environments as opportunities. Looking to grow abilities, intelligence, and skills through effort, learning, and persistence.
• Proactive Ownership: Anticipates needs, surfaces risks early, and takes initiative to drive outcomes.
• High Attention to Detail: Catches inconsistencies in customer data, subtle shifts in usage patterns, or contract details. Takes pride in accuracy.
• Meticulous Organization: Manages multiple accounts without dropping balls. Documentation is current, forecasts are accurate.
• Exceptional Communication Skills: Adapts message for different audiences and communicates effectively in writing, presentations, and conversation. Persuasive, clear, professional, and personable.
• Business Acumen: Understands how hotels make money, drives decisions, and positions solutions aligned with objectives. Connects product features to customer outcomes and revenue impact.

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed