Mid-Market Customer Success Manager

Way is building the AI, data, and infrastructure layer for the experience economy.

As artificial intelligence automates labor and people reclaim time, the shift toward spending on experiences over things only accelerates. Way sits at the center of that shift as the platform, intelligence layer, and curated marketplace on which experiences are created, distributed, and sold.

Founded in 2020 and headquartered in Austin with offices in Paris and San Francisco, Way built the category of experiences in hospitality from the ground up, during a pandemic that had shut the industry down. Leading global travel, retail, lifestyle, and hospitality brands leverage Way, including Hyatt, Hilton, Alaska Airlines, Aspen, Piaget, and countless others.

Way’s position is layered by design: a proprietary data network built on millions of experiential data points, the system of record for experiential operations, an e-commerce layer embedded directly into partners’ customer journeys, and a marketplace through Partner Exchange, where brands across hospitality, travel, lifestyle, and retail co-create and co-sell experiences with one another. Every brand that joins makes the network more valuable to every brand already on it.

That combination of data, workflow, distribution, and network effects is not something that can be vibe-coded into existence. It compounds. It is what positions Way as the durable infrastructure for the experience economy regardless of how the technology landscape evolves.

Way is backed with $22m in capital from Tiger Global and strategic family offices and angel investors. The company has mid-8 figures of ARR from a global enterprise customer set, with outstanding growth and efficiency metrics.

Way is looking for an experienced Customer Success Manager who thrives in the complexity of scaling a startup. This role requires someone who is organized, analytical, an effective communicator, and strong at relationship building. If you are a self-starter looking to grow professionally, this role is a great fit for you.

• Drive Retention & Renewals:
  Own quarterly revenue targets by maintaining accurate forecasts, identifying and addressing at-risk accounts early, and effectively securing renewals.
• 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.

• Growth Mindset:
  You're energized by ambiguity, comfortable with change, and see fast‑paced environments as opportunities rather than obstacles. You are looking to…