Enterprise Customer Success Manager

Way•Austin, TX

2d•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 a startup environment, is organized, analytical, an effective communicator, and skilled at building relationships. The Customer Success Manager will be responsible for managing Way's largest customers, including relationships at both the corporate and property levels. The company is a category-leading B2B technology platform empowering brands to unlock the power of experiences, with a focus on the hospitality industry. Founded in 2020 and headquartered in Austin, Texas, Way has secured significant funding and is experiencing rapid growth, aiming to transform the hospitality and experiences industry globally.

Requirements

Experience in a Customer Success Manager role, preferably in a startup environment.
Organized, analytical, and effective communicator.
Strong relationship-building skills.
Experience managing large enterprise customers, including corporate and property levels.
Growth Mindset: Energized by ambiguity, comfortable with change, and sees fast-paced environments as opportunities.
Proactive Ownership: Anticipates needs, surfaces risks early, and takes initiative.
High Attention to Detail: Accuracy in metrics, forecasts, and contract details.
Meticulous Organization: Ability to manage multiple accounts without issues, with current documentation and accurate forecasts.
Exceptional Communication Skills: Effective in writing, presentations, and conversation, adapting messages for different audiences.
Business Acumen: Understanding of how hotels make money, their decision drivers, and how to position solutions aligned with their objectives.
Ability to connect product features to customer outcomes and revenue impact.

Responsibilities

Develop and execute strategic success plans at corporate and property levels to ensure hotel brands fully leverage Way's product.
Build and maintain customer relationships through proactive engagement, timely support, and broader relationship building.
Monitor account health weekly through usage patterns, revenue performance, and engagement metrics.
Prepare and deliver data-driven QBRs that demonstrate measurable value, identify growth opportunities, and align on strategic priorities.
Coordinate internal resources across sales, product, marketing, and support teams to solve customer challenges.
Share insights that improve the overall customer experience and inform company strategy.
Document organizational maps, stakeholder relationships, success metrics, and growth strategies for each account.
Keep CRM and shared documentation current and accessible.
Understand decision-making structures within hotel brands, ownership groups, and management companies to identify key influencers and drive adoption at all levels.