Way helps businesses unlock the power of brand activations.

Headquartered in Austin, Texas, with a European office in Paris, we are building the world’s first B2B software platform that enables consumer brands to launch experiences and activations at scale. 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. Our platform provides the infrastructure for any brand to launch experiences using software-driven automation to drive new revenue, build brand loyalty, and streamline operational processes that go into executing on experiences at scale.

Founded in May of 2020, Way already supports hundreds of leading brands in the hospitality space, including Accor, Auberge Resorts Collection, Hyatt, as well as iconic independents such as The Little Nell in Aspen and Meadowood Napa Valley. We are a post-Series A stage company backed by Tiger Global, MSD Capital (Michael Dell), and others, growing double digits month over month.

WAY ENTERPRISE CUSTOMER SUCCESS MANAGER

We’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. We’d love it if you have previous startup experience at a company with fewer than 50 employees, but it’s not required. 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 large size enterprises in a SaaS environment. In a perfect world, you may also even have experience working in or working 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 (literally) 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 to continue bringing the company’s vision from idea to reality

Ensure that all accounts under your management are extremely satisfied with Way

Conduct onboardings with new customers onto the Way platform, achieving account activation within 14-days of a signed contract and going Live with experiences within 45-days

Conduct regular business reviews with each customer to ensure mutual success is imminent. 

Build, maintain, and grow relationships with all key stakeholders at accounts under your management

Conducting live 1:1, 1:Many, and recorded product walk-throughs reinforcing best practices for leveraging the Way Platform

Provide ongoing responses in a very timely manner to support requests from accounts under your management

Ongoing collaboration with the Account team for executing account and product expansion opportunities

Collaborate with the Account Team to ensure that renewals are turnkey and any risks of churn are mitigated prior to contract renewals

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

WE'RE LOOKING FOR SOMEONE WHO HAS

Appreciation for customer success and the pleasure that comes from seeing happy customers

Thick skin and the ability to handle feedback or frustration from customers that might be out of your control

An engaging and positive personality that delight customers

Very strong communication skills

Very strong organizational skills and the ability to implement and execute on various processes and timelines to ensure customer success

The 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

At 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

THE REST

Compensation includes highly competitive salary, generous equity, medical, dental, and vision coverage paid 100% by 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