VP of Customer Success
Austin
Customer Success /
Full Time /
On-site
Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology for brands to unlock the extraordinary power of experiences. In a world where 76% of consumers would rather spend their money on experiences over material goods, Way provides the technology for brands to meet this rapidly changing consumer behavior.
Way emerged in 2020 as a solution for hospitality brands to build brand loyalty and drive new experiential revenue at scale. Since then, industry leaders such as Hyatt Hotels, Graduate Hotels, AutoCamp, Auberge Resort Collection and hundreds of others have leveraged Way’s all-in-one experiential platform to launch and scale unforgettable experiences — from hot air balloon rides above Mexico City to truffle hunting in the French countryside.
Way has achieved significant milestones, including a $20 million Series A funding round in late 2022 backed by Tiger Global, MSD Capital (Michael Dell) at a $100m valuation, as it continues to grow triple digits year over year.
The team is rapidly expanding and looking for focused, vision-oriented team players and leaders eager to join a fast-paced and dynamic environment where the work isn’t easy but the reward is unmatched as we transform hospitality and experiences globally.
The Role:
● We are seeking a seasoned, intelligent, and results-driven Vice President (VP) of Customer Success (CS) to join our team. As the VP of CS, you will be responsible for overseeing all revenue-retention operations
● You will inherit a dedicated team of approximately 8 professionals across Implementation, Customer Success, and Support, including some managers. Reporting directly to the CEO, you will play a crucial role in our company's growth and success as one of the most senior leaders at the company in its current state.
Key Responsibilities:
● Own all revenue-retention operations and the company’s annual ARR renewal targets
● Hire, train, and retain a high-performing CS team (entire CS lifecycle: customer onboarding, customer success, retention, and support )
● Develop and implement strategic plans to achieve ambitious revenue retention goals; set detailed and comprehensive goals for performance and growth of the customer success team.
● Coordinate with other members of the executive team including the VP Marketing, VP Finance, Head of Sales, Chief Product Officer, and CEO, to build and manage a predictable, business-wide revenue pipeline.
● Work closely with the marketing team to develop, establish, and direct strategies that assist with retention.
● Develop and implement efficient and rigorous systems and processes that will support the company as it scales in the years to come
● Provide detailed and accurate forecasting.
● Identify opportunities for new partnerships, markets, and growth channels in collaboration with VP Marketing
Requirements:
● Proven executive experience managing renewals/customer success at a Series B to Series C+ startup that has grown from $10M to $50M ARR
● Deep understanding of B2B SaaS with “front of house” (marketing, operations, etc) buyer personas
● Experience hiring exceptional team members of various seniority levels
● Exposure to the hospitality, travel, and/or real estate industry is strongly preferred, but not a requirement for this role
The Rest:
● Compensation includes a highly 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 or willing to relocate to Austin, TX - Way is building a workplace environment of team members who are passionate and excited to be together in person at its space in downtown Austin to continue to enable our fast-paced growth trajectory
● 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
