Vice President of Customer Success

2 weeks ago

Austin, United States Way Service LTD Full time

Way helps businesses unlock the power of brand activations.

Headquartered in Austin, Texas, with a European office in Paris, we are building the world’s first B2B software platform that enables consumer brands to launch experiences and activations at scale. 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. Our platform provides the infrastructure for any brand to launch experiences using software-driven automation to drive new revenue, build brand loyalty, and streamline operational processes that go into executing on experiences at scale.

Founded in May of 2020, Way already supports hundreds of leading brands in the hospitality space, including Accor, Auberge Resorts Collection, Hyatt, as well as iconic independents such as The Little Nell in Aspen and Meadowood Napa Valley. We are a post-Series A stage company backed by Tiger Global, MSD Capital (Michael Dell), and others, growing high single digits month-over-month on average.

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

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