Customer Success Manager

• Drive Retention & Renewals: Own quarterly revenue targets by maintaining accurate forecasts, identifying and addressing at-risk accounts early, and effectively securing renewals.
• Maximize Product Adoption: Develop and execute strategic success plans at corporate and property levels, ensuring hotel brands fully leverage Way's product to meet their business objectives.
• Manage Customer Sentiment: Build and maintain customer relationships through proactive engagement, timely support, and broader relationship building.
• Analyze & Act on Data: Monitor account health weekly through usage patterns, revenue performance, and engagement metrics.
• Lead Executive Business Reviews: Prepare and deliver data-driven QBRs that demonstrate measurable value, identify growth opportunities, and align on strategic priorities with both customer and internal executive teams.
• Collaborate Cross-Functionally: Coordinate internal resources across sales, product, marketing, and support teams to solve customer challenges, sharing insights that improve the overall customer experience and inform company strategy.
• Maintain Strategic Account Plans: Document organizational maps, stakeholder relationships, success metrics, and growth strategies for each account—keeping CRM and shared documentation current and accessible.
• Navigate Complex Organizations: Understand decision-making structures within hotel brands, ownership groups, and management companies to identify key influencers and drive adoption at all levels.