Customer Success Manager

Summary

Join Triptease, a leading travel tech company, as a Customer Success Manager! In this role, you will manage a portfolio of hotel clients, coaching them to optimize their online guest experience and increase direct bookings using our platform. You will build strong relationships, leverage data for ROI, and contribute to the company's growth. This position requires experience in customer success, digital marketing, and strong communication skills. Triptease offers a fast-paced, collaborative environment with opportunities for professional growth and a competitive salary package.

Requirements

• 2+ years of proven experience in customer success, account management covering US based clients in a B2B capacity, 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

• Own Your Book of Business: Manage approximately 30-35 accounts. You will be accountable for their success on the Triptease platform, ensuring high customer retention, identifying upsell and expansion opportunities, and driving consistent revenue growth
• Customer Engagement & Success: Regularly reach out to partners to coach them on best practices, drive product adoption, and provide updates on new feature releases. Focus on helping customers achieve their marketing and revenue goals by leveraging Triptease’s full suite of products & channels
• Strategic Partnership: Develop deep relationships with hotel partners through continuous discovery efforts. Transition from being seen as a vendor to becoming a trusted strategic advisor. Offer insights and tailored advice based on Triptease data, industry standards, and each customer’s unique challenges
• Revenue Optimization: Coach partners on using the platform to enhance their online guest experience, boost direct bookings, and maximize revenue. Collaborate with our product and digital analyst teams to optimize guest funnels and marketing initiatives
• Customer Feedback Loop: Actively gather and analyze customer feedback to identify common trends and areas for improvement. Communicate product requirements and enhancements to the product team to influence the product roadmap
• Cross-functional Collaboration: Work closely with Sales, Product, Engineering, and Finance teams to resolve customer issues promptly and ensure a seamless customer experience. Facilitate cross-functional initiatives that drive customer success and company growth
• Leverage Data for ROI: 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
• Customer Advocacy: 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. Engage them in sharing their success stories to build a strong community of brand ambassadors
• Industry Presence: 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
• Data-Driven Reporting: 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

• Competitive salary package and rewards for high performance
• Be part of a fast-paced, dynamic team at the forefront of travel technology innovation
• Enjoy a collaborative and fun working environment with opportunities for personal and professional growth
• Our start-up culture means everybody's contribution matters and is celebrated. We set ourselves ambitious goals and are proud of our ability to deliver those through smart working. Pace. We’re growing. Get on board fast and be part of the journey. Having a real impact on an award-winning and fast-growing company