Mid-Market Customer Success Manager

Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology for brands to unlock the extraordinary power of experiences. 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. 
Way emerged in 2020 as a solution for hospitality brands to build brand loyalty and drive new experiential revenue at scale. Since then, industry leaders such as Hyatt Hotels, Graduate Hotels, AutoCamp, Auberge Resort Collection and hundreds of others have leveraged Way’s all-in-one experiential platform to launch and scale unforgettable experiences — from hot air balloon rides above Mexico City to truffle hunting in the French countryside. 
Way has achieved significant milestones, including a $20 million Series A funding round in late 2022 backed by Tiger Global, MSD Capital (Michael Dell) at a $100m valuation, as it continues to grow triple digits year over year. 
The team is rapidly expanding and looking for focused, vision-oriented team players and leaders eager to join a fast-paced and dynamic environment where the work isn’t easy but the reward is unmatched as we transform hospitality and experiences globally.
WAY MID-MARKET CUSTOMER SUCCESS MANAGER

Customer Engagement & Retention

• Own the success of mid-market accounts by ensuring healthy product adoption, measurable value realization, and a strong likelihood of renewal.
• Maintain Gross Revenue Retention (GRR) targets, measured quarterly, by proactively managing account health.
• Conduct regular high value meetings with customers and corporate contacts to assess progress toward their goals and reinforce mutual success.
• Serve as the primary point of contact for key stakeholders, decision-makers, and champions within assigned accounts. Build and nurture relationships through calls, emails, scheduled meetings, and on-demand communication.

Adoption

• Work with the Implementation team to facilitate seamless account transitions by conducting handoff calls and keeping Success Plans updated.
• If needed, lead or coordinate re-implementation and training efforts for new users within assigned accounts to ensure continued value realization.
• Use PlanHat, ZoomInfo, LinkedIn, and other tools to monitor changes in key roles across customer organizations, ensuring engagement continuity.
• Collaborate on renewal strategy by following up with decision-makers ahead of contract expiration to understand intent and mitigate risks early.

Internal Collaboration & Process Improvement

• Maintain accurate account information and sentiment contributing to overall health scoer, and communicate regularly with leadership on key customer insights, risks, and opportunities.
• Ensure all customer interactions, notes, and key data points are logged in the CRM for visibility across teams by leveraging tools like PlanHat email sync and as needed manually log notes. 
• Work cross-functionally with Product, Sales, and Support to relay customer feedback and drive improvements in the Way Platform.

What You Bring:

• Experience: 3+ years in Customer Success, Account Management, or a related role, ideally within a SaaS or tech environment.
• Customer-Centric Mindset: A passion for helping customers succeed by proactively identifying needs, risks, and growth opportunities.
• Problem-Solving Ability: Comfort navigating challenges, course-correcting when needed, and ensuring customers stay on track with their objectives.
• Strong Communication Skills: Ability to build relationships, communicate value, and manage multiple stakeholders effectively.
• Tech-Savviness: Experience with CRM systems, PlanHat, LinkedIn, and other customer management tools is a plus.
• Collaboration & Ownership: A team player who takes initiative and thrives in a fast-paced, high-growth environment.
• Passion for hospitality; experience working in hospitality is highly desirable but not required.

We're Looking For Someone Who:

• 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
• Can speed up, slow down, reword in a multitude of ways to accommodate the client's pace, and understanding. Takes on escalated clients. Can reprioritize call topics on the fly. Quickly adjusts to changes in plans. Presents solutions for working with given resources.