Enterprise Customer Success Manager, Way
+ Equity
Brand activation platform for hospitality businesses
Be an early applicant
Brand activation platform for hospitality businesses
21-100 employees
Be an early applicant
+ Equity
21-100 employees
Company mission
Way's mission is to help businesses unlock the power of brand activations.
Role
Who you are
- At least 3-5 years of experience in Enterprise Customer Success, ideally in the software industry. Additional Hospitality experience is a plus
- English fluency. Spanish, French, or other foreign language proficiency is a plus, but not at all needed
- 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
- Understands the lagging indicators of gross and net revenue retention within a SaaS business and understands their responsibility and impact in managing results for their assigned book of business
- Understands basic financial metrics of any business including margins, profits, operational expenses, etc that help position the value of way to high level decision makers
- Is able to use data to communicate value and spot trends within accounts at aggregate and within individual accounts
- Highly organized, leverages CRM and other systems to track a book of business and ensure customer mutual action plans are completed on time. Experience with Gainsight is a plus
- Plans their work week ahead to prioritize accounts effectively and efficiently but is also able to adjust when reprioritization is needed
- Puts situations into perspective of individual issues vs. big picture problems. Can reduce stress for client by talking them through difficult problem solving
- Can speed up, slow down, reword in a multitude of ways to accommodate the client's pace, and understanding. Takes on escalated clients. Can re-prioritize call topics on the fly. Quickly adjusts to changes in plans. Presents solutions for working with given resources
- Can anticipate long term issues and address them in advance. Strong active questioning. Explains the "why" behind things. Can easily present alternative solutions to a problem and describe the long-term pros and cons of each. Is able to easily predict a future result given the variables of a situation
- Think outside the box. Sets time aside to learn independently and stay on top of trends
- Eager to help others and share experiences
- Thinks from a customer-centric POV
- Is passionate about people and building relationships- let's this quality shine through in their tone of voice
What the job involves
- 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
- Leverage data driven decision making to develop growth and risk mitigation strategies within each logo
- Work with executive management to identify strategic growth opportunities for accounts within their book of business
- Increase relationship health and network to understand overall strategy and revenue targets for the brands within an assigned book of business
- Analyze customer data to inform decision-making and strategy development including weekly tracking and monitoring of client usage, milestones, value, and health metrics; proactively intervening as needed
- Provide insights to internal cross functional partners - marketing, product, support to improve customer experience and inspire improvements to acquisition and retention of Enterprise logos
- Develop and prepare customer success plans at the corporate level and coordinate property specific success plans with support form associate CSMs if available
- Develop and prepare Executive Business Reviews for Way executive and Customer Executive teams
- Engage and pull internal executive sponsors for proactive and reactive engagements
- Develop and maintain high-level relationships with key enterprise clients, understanding their business needs and objectives including financial metrics for increased partnership to achieve goals leveraging the Way platform
- Advocate for the customer internally to secure and manage resources for customer needs that require collaboration across departments and teams
- Coordinate with marketing teams to generate case studies, gain access to corporate events to host impactful online and in person workshops, and presentations
- Coordinate onboarding experiences, including participating in kick off calls to understand and communicate value
- Develop and update strategic account plans including company strategic goals and how they relate to the Way product and service offerings, compiling company organization to understand key decision makers, users, influencers, develop strategies for expansion and loyalty alongside AE or account manager
- As a senior experience Customer Success Manager, advise and consult on CSM playbooks for risk, expansion
- Is involved in planning successful high touch negotiations for renewals and expansion and can provide key insights into overall performance to drive efficient decision making at the corporate level
- Works closely with account teams to expand account
Our take
Way’s brand activation platform is used by boutique hotel groups and independent hotels to curate and offer experiences & events to boost brand awareness and loyalty. The company was founded on the belief that consumers far prefer spending on experiences than products.
Since being founded in 2020, Way has picked up a number of well known hotel brands including Salt Hotels and Life House Hotels in North America. The fact that it's already expanded to an office in Paris is a good indication of its strong growth.
Since securing major funding from Tiger Global, Way has also been adding to its executive team as it looks to expand even further on the international front. Indeed, plans are in motion to pivot into adjacent sectors including retail and media, where brand activation experiences are also growing in demand.
Steph
Company Specialist
Insights
Company
Funding (1 round)
Nov 2022
$20m
SERIES A
Total funding: $20m
Company benefits
- Highly competitive salary
- Generous equity
- Medical, dental, and vision coverage paid 100% by company
- 401K benefits
- Other travel-related perks
Company HQ
Sixth Street Historic District, Austin, TX
Articles
Leadership
Michael Stocker
(CEO)Founded and was CEO of skiing industry-focused digital transformation company OnlySky between 2016 and 2020. Previously worked in Government Relations for the Ridge Policy Group.
Jacob Luster
(Head of Product)Served as Head of Product at OnlySky, having previously worked for Snowvation as a Product & Operations Manager.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 3 more jobs at Way