Vice President, Customer Success

September 14

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Wander

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Hospitality • Travel

Wander is a unique platform that offers luxury vacation homes combining the quality of top hotels with the comfort and privacy of private residences. Users can book these homes across inspiring and breathtaking locations, all equipped with hotel-grade amenities, dreamy beds, and meticulous cleaning services. Wander provides 24/7 concierge service to assist travelers with various needs from inquiries about the home to local activity recommendations. With a focus on safety and security, Wander only selects the top 1% of vacation homes for its platform, ensuring a high standard of living and experience.

11 - 50 employees

📋 Description

• Lead Wander’s Customer Success business unit, setting strategic vision and establishing scalable processes. • Manage two core teams: Customer Success – Property Managers (SaaS B2B clients using Wander Sites) and Customer Success – Operated (operated property owners). • Oversee product onboarding, training, and ongoing support for SaaS B2B clients; ensure strong adoption and satisfaction with Wander Sites. • Maintain communication and transparency with operated property owners; oversee financial and performance reporting. • Implement processes for triage and escalation through Wander OS Owner Chat; drive monthly reporting on client satisfaction and retention trends. • Establish feedback loops with Product, Operations, and Marketing; act as executive sponsor for key property management groups.

🎯 Requirements

• 10+ years of experience in Customer Success, customer success, or account management, with at least 5 years in a senior leadership role. • Proven success leading SaaS B2B customer success teams and/or hospitality/property management Customer Success. • Strong understanding of SaaS onboarding, adoption, and escalation management. • Experience managing both enterprise-level clients and high-net-worth property owners preferred. • Demonstrated ability to define and execute strategic plans while driving measurable results. • Strong financial and operational acumen, with the ability to explain performance metrics clearly. • Excellent communication, relationship-building, and conflict resolution skills.

🏖️ Benefits

• Competitive salary and performance-based incentives. • Health, dental, and vision insurance. • Flexible PTO and remote-friendly culture. • Opportunity to travel to Wander properties and experience the brand firsthand. • Be part of a mission-driven company transforming the future of vacation rentals.