Customer Success Manager

About Wander

Wander is on a mission to help people find their happy place by building the infrastructure to experience the world.

It starts with an industry-leading guest experience: beautifully designed homes, inspiring settings, pristine cleaning and 24/7 concierge service. Behind the scenes, powerful technology empowers operators to deliver that same high standard. Every stay, every time.

That technology is WanderOS, the operator-first direct booking platform. It has driven $100M+ in direct bookings for travel operators and helps them win direct bookings in the AI era.

Our investors include leading firms and founders who believe technology, design, and hospitality can define a new standard for how people experience the world, including Redpoint Ventures, QED Investors, Fifth Wall, Breyer Capital, Uncork Capital and Starwood Capital.

About the role

Travelers are asking AI where to stay. WanderOS (wander.com/os) gets our operators' properties in front of millions of guests and the AI agents booking for them. Operators get:

• Automated AI discovery: get recommended and win direct bookings whenever travelers ask AI where to stay.
• Direct booking engine: a branded direct booking website with supercharged distribution on wander.com.
• Marketing done for you: with Wander Performance, our marketing machine drives bookings via ads, AI search, email and more.
• Connect once and be bookable everywhere: works with every leading PMS, including Hostaway, Guesty, Streamline and OwnerRez.

Guests save and operators keep more of every booking, with instant payouts and the lowest fees in the industry. And they own their guest relationships.

We're looking for a Customer Success Manager to join us in Austin and own the relationship with our operators after they sign. You'll be their go-to partner, the person who makes sure WanderOS actually moves the needle for their business: more direct bookings, less reliance on the OTAs, and a brand they own.

You'll get new operators live, help them grow with us, and spot where we can do more for them. You'll also be one of the loudest voices of the customer inside Wander, bringing what you hear back to our product, marketing and sales teams. If you love building real relationships with business owners and seeing the numbers prove it out, you'll feel right at home here.

Location: Onsite in Austin, TX.

What you'll do

• Own a book of operator accounts from onboarding and go live all the way through renewal and expansion.
• Get new customers up and running fast, from PMS integration and site setup to their first direct bookings.
• Help operators get the most out of WanderOS and show them the wins in direct bookings, conversion, AI visibility and revenue.
• Build success plans that fit each operator, whether they run five units or five hundred.
• Keep a close eye on account health, catch risk early and step in before it turns into churn.
• Find and close expansion opportunities, like Wander Performance upgrades and adding more properties.
• Own gross and net retention goals and hit them quarter after quarter.
• Run business reviews that tie WanderOS back to real results: ROI, bookings and less OTA dependency.
• Share what you're hearing from customers with our product and GTM teams so we keep building the right things.
• Work hand in hand with our Account Executives so every customer has a smooth handoff from sale to launch.
• Help shape our customer success playbook as we grow, from onboarding and health scoring to renewals and expansion.

What you bring

• 3 to 5+ years in Customer Success, Account Management or another post sale SaaS role where you owned retention and expansion.
• A track record of growing net revenue retention and keeping churn low.
• You build trust easily with owners and operators who care about ROI and running a great business.
• Experience driving product adoption and connecting it to measurable results for customers.
• You're comfortable talking renewals, upsells and pricing.
• Background in SaaS or tech; hospitality tech, PMS, booking engines, proptech, marketing tech or SEO/web products is a big plus.
• Genuine curiosity about AI and how travelers are discovering and booking stays today.
• You let the data guide you, using health scores, usage and business performance to decide where to spend your time.
• A self starter who takes ownership and doesn't wait to be told what to do.
• A clear, confident communicator with a warm, customer first style.

What success looks like

• New operators go live quickly and see their first direct bookings soon after.
• Your customers can point to real results: more direct bookings and less dependence on the OTAs.
• Strong gross and net retention across your book, with healthy expansion.
• Operators trust you and come to you first when they want to grow.
• Customer feedback you share shows up in how we build and sell WanderOS.

Why Wander

Help operators build their business, not the OTAs. You'll work with a product customers can see paying off, partner closely with the teams building it, and have a real voice in how we grow customer success as WanderOS scales.