Enterprise Customer Success Manager, Way
EMEA
Salary not provided
Gainsight
Mid and Senior level
Paris
Brand activation platform for hospitality businesses
Job no longer available
Brand activation platform for hospitality businesses
21-100 employees
HospitalityB2BMarketingSaaS
Job no longer available
Salary not provided
Gainsight
Mid and Senior level
Paris
21-100 employees
HospitalityB2BMarketingSaaS
Company mission
To help businesses unlock the power of brand activations.
Role
Who you are
- We’d love it if you have previous startup experience at a company with fewer than 50 employees, but it’s not required
- Ideally, you have experience providing consultative, proactive, and engaging customer success and support motion to Global Enterprise customers in a SaaS environment
- 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
- 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
- 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’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
- You are laser-focused on not just ensuring our customers are satisfied, but that customers become Way's biggest advocates
- 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
- At least 3-5 years of experience in Enterprise Customer Success, ideally in the software industry. Additional Hospitality experience is a plus
- English and French fluency. Spanish or other foreign language proficiency is a plus, but not at all needed
- Compensation includes competitive salary, generous equity, medical, dental, and vision coverage paid 100% by the company, 401K benefits and other travel-related perks
- Candidates are required to be located in Paris, France
- 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
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 prefer spending on experiences than products.
Since its founding in 2020, Way has picked up a number of well-known hotel brands including Salt Hotels and Life House Hotels in North America. And 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. 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 at Welcome to the Jungle
Company
Funding (1 round)
Nov 2022
$20m
SERIES A
Total funding: $20m
Company HQ
Sixth Street Historic District, Austin, TX
Leadership
Michael Stocker
(Co-Founder & 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.
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