Head of Customer Success

Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology platform empowering brands to unlock the power of experiences. In a world where 76% of consumers prefer spending on experiences over material goods, Way enables brands to adapt to this shift with cutting-edge technology.

Founded in 2020, Way began as a solution for hospitality brands to drive brand loyalty and generate experiential revenue at scale. Industry leaders like Hyatt Hotels, Hilton, Trailborn, and Auberge Resorts Collection rely on Way’s all-in-one experiential platform to launch unforgettable experiences — from hot air balloon rides in 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, led by Tiger Global and MSD Capital (Michael Dell), at a $100M valuation. As the company continues its rapid growth, we’re seeking visionary, driven team players to join our dynamic environment, where challenges are met with unmatched rewards as we transform the hospitality and experiences industry globally.

The Role

We’re looking for a hands-on, driven, and customer-obsessed leader to own the full post-sales journey. This is a highly operational role, ideal for a rising star ready to step into a broader leadership position. You’ll be directly responsible for managing and growing teams currently spanning Implementation and Customer Success— including several existing, tenured team members.

Your north star will be maximizing gross revenue retention, net revenue retention, and delivering exceptional customer outcomes.

Key Responsibilities

• Lead all post-sales functions: Implementation and Customer Success.
• Own customer retention and mitigate churn risks through proactive engagement and hands-on customer management.
• Serve as executive sponsor for key accounts and escalate issues when needed to ensure long-term customer health.
• Support and guide CS team members, ensuring high performance, professional development, and accountability.
• Collaborate cross-functionally with Sales, Product, and Marketing to ensure a seamless customer lifecycle experience.
• Establish and enforce repeatable playbooks for onboarding and ongoing success operations
• Report on retention metrics and key customer health trends with practical recommendations.

What We’re Looking For

• 7-10 years of experience in Customer Success or related post-sales functions at a B2B SaaS company, ideally in a fast-paced startup environment.
• 2+ years of experience directly managing CS and/or Implementation teams.
• Experience handling a book of business and driving measurable impact on retention and expansion.
• Comfortable stepping into customer escalations, leading QBRs, and working cross-functionally to solve problems.
• You lead by example — no task is too small.
• Experience with hospitality, travel, or real estate customers is a plus, but not required.

Why Join Way?

• Attractive salary package commensurate with experience and skill level.
• Comprehensive healthcare coverage and other benefits.
• Opportunities for professional growth in a fast-paced tech environment.
• Stock options that offer a stake in our success.
• Modern office located in the vibrant city of Austin, Texas.
• Annual stipends for hotel stays and travel, allowing you to experience our partner offerings firsthand.