Vice President of Customer Success, Wander
+ Performance-based incentives
Periodic travel as needed
Luxury vacation rental & vacation homes
Job no longer available
Luxury vacation rental & vacation homes
201-500 employees
Job no longer available
+ Performance-based incentives
Periodic travel as needed
201-500 employees
Company mission
To help people find their happy place and build the infrastructure to experience the world.
Role
Who you are
- 10+ years of experience in Customer Success, customer success, or account management, with at least 5 years in a senior leadership role
- Proven success leading SaaS B2B customer success teams and/or hospitality/property management Customer Success
- Strong understanding of SaaS onboarding, adoption, and escalation management
- Experience managing both enterprise-level clients and high-net-worth property owners preferred
- Demonstrated ability to define and execute strategic plans while driving measurable results
- Strong financial and operational acumen, with the ability to explain performance metrics clearly
- Excellent communication, relationship-building, and conflict resolution skills
- Strategic leadership and team development
- Customer success and Customer Success expertise
- SaaS product knowledge and technical aptitude
- Strong problem-solving and decision-making
- Excellent written and verbal communication
- Ability to operate in a fast-paced, high-growth environment
What the job involves
- Reports To: Chief Operating Officer (COO)
- The Vice President (VP) of Customer Success will lead Wander’s Customer Success business unit
- This role is responsible for driving long-term satisfaction and success for both property managers and Wander-operated property owners by leading two core teams:
- Customer Success – Property Managers: focused on supporting SaaS B2B clients using Wander Sites, our property management system and booking engine
- Customer Success – Operated: focused on supporting operated property owners with communications, transparency, and performance insights
- The VP will set the strategic vision for Customer Success, establish scalable processes, and lead a growing team of managers and representatives
- This leader will be accountable for client satisfaction, operational excellence, and cross-department collaboration to ensure Wander delivers a world-class experience to property managers and owners alike
- Define the vision and strategy for Wander’s Customer Success business unit
- Lead, mentor, and grow a team of managers and representatives across two groups (Property Managers & Operated)
- Establish clear KPIs and performance metrics for client satisfaction, retention, and support efficiency
- Oversee product onboarding, training, and ongoing support for SaaS B2B clients
- Ensure strong adoption and satisfaction with Wander Sites
- Act as executive sponsor for key property management groups, building trust and long-term partnerships
- Maintain exceptional communication and transparency with operated property owners
- Oversee financial and performance reporting, ensuring clarity and accuracy
- Proactively identify opportunities to improve owner satisfaction and property performance
- Implement processes for efficient triage and escalation of issues through the Wander OS Owner Chat
- Drive monthly reporting on client satisfaction, issue resolution, and retention trends
- Establish feedback loops with Product, Operations, and Marketing teams to continuously improve services
- Partner with Product to improve Wander Sites based on client feedback
- Collaborate with Operations to ensure smooth property performance
- Work with Marketing to align messaging and support client success stories
Our take
While AirBnB disrupted the hotel and hospitality industries, the novelty has worn off. Surprise fees, sub-par cleaning, uncomfortable beds and unreliable photos are just some of the factors which have taken the shine off the sharing economy model. Built as a response to these issues, Wander aims to return the luxury to the vacation and short stay sector.
Wander provides a tech-first approach to letting short stays that might be familiar to anyone using AirBnB or another competitor, but the comparisons stop there. Wander directly owns and controls the properties on its portfolio, allowing it to ensure a high standard of quality and excellent customer service for its guests.
After raising an impressive amount of capital, Wander has secured a significant credit facility from Credit Suisse. It will use this to increase its property portfolio across the United States with an aim to put a property within 3 hours drive of 80% of the population. It is also rolling out a facility to allow guests to purchase part ownership of the homes they stay in, allowing them to diversify their own financial portfolios. With this approach, Wander is in a strong position to capture a large segment of the luxury market.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
29% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
May 2025
$50m
SERIES B
Jun 2022
$5m
EARLY VC
Total funding: $82m
Company HQ
Civic District, Austin, TX
Leadership
John Andrew Entwistle
(Founder & CEO)Previously Co-Founder & CEO of Coder. Before that was Fellow at The Thiel Foundation.
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