Enterprise Customer Success Manager
1 week ago
Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way Service LTD 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.
Job DescriptionWe're looking for driven, talented, curious, and entrepreneurial Customer Success Managers to join our team and be among the first hires at a high-growth, industry-changing, and globally-minded technology company. As one of the first several hires, you'll play a foundational role in continuing to ensure the success of the company's quickly growing customer base of hospitality brands across the world.
Responsibilities- Leverage data-driven decision making to develop growth and risk mitigation strategies within each logo.
- Work with executive management to identify strategic growth opportunities for accounts within their book of business.
- Increase relationship health and network to understand overall strategy and revenue targets for the brands within an assigned book of business.
- Analyze customer data to inform decision-making and strategy development, including weekly tracking and monitoring of client usage, milestones, value, and health metrics; proactively intervening as needed.
- Provide insights to internal cross-functional partners - marketing, product, support to improve customer experience and inspire improvements to acquisition and retention of Enterprise logos.
- Develop and prepare customer success plans at the corporate level and coordinate property-specific success plans with support from associate CSMs if available.
- Develop and prepare Executive Business Reviews for Way executive and Customer Executive teams.
- Engage and pull internal executive sponsors for proactive and reactive engagements.
- Develop and maintain high-level relationships with key Enterprise clients, understanding their business needs and objectives, including financial metrics for increased partnership to achieve goals leveraging the Way platform.
- Advocate for the customer internally to secure and manage resources for customer needs that require collaboration across departments and teams.
- Coordinate with marketing teams to generate case studies, gain access to corporate events to host impactful online and in-person workshops, and presentations.
- Coordinate onboarding experiences, including participating in kick-off calls to understand and communicate value.
- Develop and update strategic account plans, including company strategic goals and how they relate to the Way product and service offerings, compiling company organization to understand key decision makers, users, influencers, develop strategies for expansion and loyalty alongside AE or account manager.
- As a senior experience Customer Success Manager, advise and consult on CSM playbooks for risk, expansion.
- Involved in planning successful high-touch negotiations for renewals and expansion and can provide key insights into overall performance to drive efficient decision making at the corporate level.
- Works closely with account teams to expand account.
- Understands the lagging indicators of gross and net revenue retention within a SaaS business and understands their responsibility and impact in managing results for their assigned book of business.
- Understands basic financial metrics of any business, including margins, profits, operational expenses, etc., that help position the value of Way to high-level decision makers.
- Is able to use data to communicate value and spot trends within accounts at aggregate and within individual accounts.
- Highly organized, leveraging CRM and other systems to track a book of business and ensure customer mutual action plans are completed on time. Experience with Gainsight is a plus.
- Plans their work week ahead to prioritize accounts effectively and efficiently but is also able to adjust when reprioritization is needed.
- Puts situations into perspective of individual issues vs. big picture problems. Can reduce stress for client by talking them through difficult problem-solving.
- Can speed up, slow down, reword in a multitude of ways to accommodate the client's pace and understanding. Takes on escalated clients. Can re-prioritize call topics on the fly. Quickly adjusts to changes in plans. Presents solutions for working with given resources.
- Can anticipate long-term issues and address them in advance. Strong active questioning. Explains the 'why' behind things. Can easily present alternative solutions to a problem and describe the long-term pros and cons of each. Is able to easily predict a future result given the variables of a situation.
- Think outside the box. Sets time aside to learn independently and stay on top of trends.
- Eager to help others and share experiences.
- Thinks from a customer-centric POV.
- Is passionate about people and building relationships - lets this quality shine through in their tone of voice.
- At least 3-5 years of experience in Enterprise Customer Success, ideally in the software industry. Additional Hospitality experience is a plus.
- English fluency. Spanish, French, or other foreign language proficiency is a plus, but not at all needed.
- Compensation includes 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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