Hospitality Growth & Renewal CSM

Way; Austin (TX); On-site; USD 85,000 - 135,000; Full time

Benefits offered by this job

Competitive salary

Healthcare coverage

Stock options

Travel stipends

Modern office in Austin

Job summary

Way, headquartered in Austin, Texas, seeks an experienced Customer Success Manager to drive retention and maximize product adoption for hotel brands. You will own strategic plans, manage relationships, and collaborate with sales, product, marketing, and support to deliver measurable value.

The role emphasizes data-driven decision making, proactive engagement, and growth opportunities within complex hospitality organizations. Austin-based office with opportunities for professional growth.

Qualifications

• Growth mindset: embrace ambiguity, adapt to change and learn continuously.
• Proactive ownership: anticipate needs, address risks early, drive outcomes.
• High attention to detail: ensure data accuracy, catch inconsistencies and contract nuances.
• Meticulous organization: manage multiple accounts with current, accessible docs and forecasts.
• Exceptional communication: tailor messages for audiences in writing, presentations, and conversations.
• Business acumen: understand hotel economics and align solutions with client objectives.

Responsibilities

• Drive retention and renewals by forecasting accurately and securing renewals.
• Maximize product adoption with strategic success plans at property level.
• Manage customer sentiment through proactive engagement and timely support.
• Analyze data to monitor account health and revenue performance.
• Lead executive business reviews with data-driven value storytelling.
• Collaborate cross-functionally to resolve challenges and inform strategy.
• Maintain strategic account plans with stakeholder maps and success metrics.
• Navigate complex hotel structures to identify influencers and promote adoption.

Skills

Growth Mindset

Proactive Ownership

High Attention to Detail

Meticulous Organization

Exceptional Communication

Business Acumen

Job description

Way, headquartered in Austin, Texas, seeks an experienced Customer Success Manager to drive retention and maximize product adoption for hotel brands. You will own strategic plans, manage relationships, and collaborate with sales, product, marketing, and support to deliver measurable value.

The role emphasizes data-driven decision making, proactive engagement, and growth opportunities within complex hospitality organizations. Austin-based office with opportunities for professional growth.