Customer Success Manager

📋 Description

• • Own the end-to-end customer journey for a portfolio of enterprise hospitality brands (Hyatt, Hilton, Auberge, Trailborn and others), driving retention, expansion and advocacy across 50-100 properties per account.
• • Translate quarterly revenue targets into weekly action plans: forecast renewals 120 days out, flag at-risk logos, and build executive-level business cases that secure multi-year contracts worth $500K-$5M ARR.
• • Architect and execute 90-day success plans for each customer, mapping property-level P&L goals to Way’s experiential commerce platform—whether that means boosting ancillary revenue by 15 % through curated hot-air-balloon packages or increasing loyalty-program enrollment via truffle-hunting add-ons.
• • Monitor account health in real time: build dashboards that combine usage telemetry, booking conversion, NPS and revenue data; surface anomalies before they become churn signals; and present findings in concise Slack briefs to internal stakeholders.
• • Lead Quarterly Business Reviews on-site at flagship resorts and virtually with ownership groups; craft data-rich narratives that prove ROI, spotlight upsell opportunities and secure C-suite alignment on three-year roadmaps.
• • Navigate labyrinthine hotel organizations—ownership groups, management companies, brand standards teams, on-property GMs—to identify economic buyers, champions and blockers; maintain living org charts and stakeholder heat maps in Salesforce and Notion.
• • Partner with Sales to design land-and-expand motions: when a single resort proves success, orchestrate rollouts to 20 sister properties, driving incremental ARR and reference stories that fuel new-logo acquisition.
• • Collaborate daily with Product, Engineering and Marketing: translate customer pain points into prioritized feature requests, beta-test roadmap items with friendly accounts, and co-author case studies that turn wins into scalable playbooks.
• • Maintain meticulous account hygiene: keep opportunity records, renewal dates, success metrics and contract redlines accurate to the day so that leadership can run board-level forecasts without second-guessing the data.
• • Champion the customer voice inside Way: host monthly "Voice of Customer" roundtables, present churn/upsell insights at all-hands, and influence pricing, packaging and positioning decisions that affect the entire company.
• • Travel up to 25 % to luxury properties across North America, experiencing partner experiences first-hand, gathering qualitative feedback and deepening relationships over sunset dinners and property tours.
• • Contribute to a culture of rapid iteration: run A/B tests on onboarding sequences, experiment with new health-score weightings, and share learnings in Friday lightning talks that level up the entire CS organization.