Head of Customer Success, Way
+ Stock options
Brand activation platform for hospitality businesses
Posted today
Brand activation platform for hospitality businesses
21-100 employees
Posted today
+ Stock options
21-100 employees
Company mission
To help businesses unlock the power of brand activations.
Role
Who you are
- We’re looking for a hands-on, driven, and customer-obsessed leader to own the full post-sales journey. This is a highly operational role, ideal for a rising star ready to step into a broader leadership position
- 7-10 years of experience in Customer Success or related post-sales functions at a B2B SaaS company, ideally in a fast-paced startup environment
- 2+ years of experience directly managing CS and/or Implementation teams
- Experience handling a book of business and driving measurable impact on retention and expansion
- Comfortable stepping into customer escalations, leading QBRs, and working cross-functionally to solve problems
- You lead by example — no task is too small
- Experience with hospitality, travel, or real estate customers is a plus, but not required
What the job involves
- You’ll be directly responsible for managing and growing teams currently spanning Implementation and Customer Success— including several existing, tenured team members
- Your north star will be maximizing gross revenue retention, net revenue retention, and delivering exceptional customer outcomes
- Lead all post-sales functions: Implementation and Customer Success
- Own customer retention and mitigate churn risks through proactive engagement and hands-on customer management
- Serve as executive sponsor for key accounts and escalate issues when needed to ensure long-term customer health
- Support and guide CS team members, ensuring high performance, professional development, and accountability
- Collaborate cross-functionally with Sales, Product, and Marketing to ensure a seamless customer lifecycle experience
- Establish and enforce repeatable playbooks for onboarding and ongoing success operations
- Report on retention metrics and key customer health trends with practical recommendations
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.
Salary benchmarks
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