Customer Success Director

Summary

Join Triptease, a high-growth travel tech scale-up, as their Director of Customer Success for EMEA. Lead a team of 4 Customer Success Managers, managing approximately £5M in revenue, focusing on 90%+ customer retention. Mentor and coach your team, fostering a motivated and empowered culture. Collaborate with Sales to drive upsells and expansion, and lead process improvement initiatives. This role offers significant autonomy and impact, directly influencing the company's commercial success. You will champion customer feedback, lead regional CABs, and build a community of brand ambassadors. You will also refine playbooks, drive CS tooling improvements, and lead regional initiatives that scale success.

Requirements

• 2–3 years managing a CS team with clear performance outcomes; 5+ years in CS, SaaS, or tech
• Proven success hitting retention, upsell, and NRR targets
• Deep belief in delivering exceptional, measurable value
• Strong with data, and even stronger at turning it into insight
• English required; Spanish or Portuguese highly valued

Responsibilities

• Coach and empower a team of 4 high-performing CSMs, ensuring alignment to goals, values, and career growth
• Manage a ~£5M revenue book, with clear accountability for customer health and 90%+ retention
• Partner with Sales to uncover upsell opportunities and fuel NRR through customer impact and advocacy
• Champion customer feedback, lead regional CABs, and build a community of brand ambassadors
• Refine playbooks, drive CS tooling improvements, and lead regional initiatives that scale success
• Collaborate with Product, Marketing, Finance, and Design to translate customer insights into company action

Preferred Qualifications

Experience in hospitality, travel tech, or SaaS a strong plus

Benefits

• Paid vacation (increasing with tenure)
• Work from anywhere: 4 weeks abroad annually (within a ±3 hour time zone)
• Monthly wellness budget – use it for gym, therapy, massages, or whatever keeps you at your best
• Learning allowance – invest in your growth with £250/year
• Enhanced maternity & paternity leave
• Lunch & WFH allowances
• Life Event Leave – for moments that matter
• Volunteering day to give back
• Quarterly socials and a fun, inclusive culture
• Hybrid or remote work options
• Sabbaticals from year three onwards