Triptease is hiring a
Customer Success Manager

Summary

The job is for a Customer Success Manager at Triptease, a fast-growing tech company in the online travel industry. The role involves managing a portfolio of hotel partners, coaching them on best practices, developing strategic partnerships, and driving revenue optimization. The ideal candidate has 2+ years of experience in customer success or related fields, strong understanding of digital marketing, excellent communication skills, and an analytical mindset.

Requirements

• 2+ years of proven experience in customer success, account management, or a related field, preferably within the tech (SaaS) or hospitality industry
• Strong understanding of digital marketing, online guest experience optimization, and revenue management strategies
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams
• Analytical mindset with the ability to leverage data to drive decision-making and strategy
• Demonstrated ability to manage multiple accounts and projects simultaneously while maintaining high attention to detail
• Proactive, results-oriented, and a self-starter with a passion for customer success. Obsessive about learning and calm under pressure

Responsibilities

• Manage approximately 30-35 accounts. Ensure high customer retention, identify upsell and expansion opportunities, and drive consistent revenue growth
• Regularly reach out to partners to coach them on best practices, drive product adoption, and provide updates on new feature releases
• Develop deep relationships with hotel partners through continuous discovery efforts. Transition from being seen as a vendor to becoming a trusted strategic advisor
• Coach partners on using the platform to enhance their online guest experience, boost direct bookings, and maximize revenue
• Collaborate with product and digital analyst teams to optimize guest funnels and marketing initiatives
• Actively gather and analyze customer feedback to identify common trends and areas for improvement
• Work closely with Sales, Product, Engineering, and Finance teams to resolve customer issues promptly and ensure a seamless customer experience
• Utilize Triptease data to demonstrate the value created for our customers. Regularly discuss the ROI our products have delivered, highlighting key metrics and success stories to reinforce the benefits and drive continued product adoption
• Turn customers into advocates for Triptease by encouraging them to present at conferences, participate in webinars, attend our annual events, collaborate on case studies, and serve as references for prospective customers
• Represent Triptease at industry events and conferences. Share insights, build strong relationships, and enhance both your personal and the company’s reputation in the industry
• Maintain accurate and up-to-date records of customer interactions, health scores, and performance metrics. Utilize data to provide actionable insights and drive strategic decisions

Benefits

• 15 days paid time off (rising to 17 after your two year anniversary)
• Working abroad for 4 weeks a year (within a -/+ 3 hours time zone)
• Pre-tax commuter benefits
• Health & Dental cover
• Matched 401k Plan at 3%
• Enhanced maternity & paternity leave
• Ben benefits* ($68 per month health and wellbeing budget) You can use this for gym membership, private healthcare, massages, therapy, cinema etc
• Learning budget - $325 per calendar year*
• Life Event leave (marriage, divorce, moving house, child’s first day at school, ceremony or graduation)
• Make a Difference (volunteering) day
• Remote working
• Refer a Friend policy
• Flexibility with childcare
• Sabbaticals (from year three onwards)