Customer Success Manager

Summary

Join Triptease, a fast-growing SaaS company revolutionizing hotel distribution, and become a Customer Success Manager. In this role, you will manage a portfolio of hotel accounts, serving as their strategic advisor to enhance their digital guest experience, boost direct bookings, and maximize revenue. Leveraging platform data, you will provide insights and support to achieve client goals and foster long-term relationships. You will collaborate with internal teams and represent Triptease at events and within the hotelier community. This position requires 2-3 years of experience in customer success, account management, or SaaS client-facing roles, fluency in German, and strong communication skills. Triptease offers a supportive and collaborative environment with numerous benefits.

Requirements

• Fluent German speaker
• 2–3 years in Customer Success, Account Management, or SaaS client-facing roles
• Great communicator — clear, confident, empathetic
• Curious, proactive, and solutions-focused
• Comfortable with digital tools and basic data analysis

Responsibilities

• Own Your Portfolio - Manage ~25–30 hotel accounts. You’ll be their go-to advisor — ensuring they're successful on the platform, achieving goals, and sticking around long term
• Be Their Strategic Partner - Go beyond support. You’ll help hoteliers improve their digital guest experience, boost direct bookings, and maximize revenue. Think of yourself as a consultant, not just a CSM
• Drive Impact with Data - Turn insights into action. Use our platform data to show the value your hotels are getting — and help them do more with it
• Build Real Relationships - You’ll work with everyone from hotel marketing managers to GMs — and with our internal teams (Product, Sales, Engineering) to make sure your clients get what they need
• Level Up Their Success (and Yours) - Share best practices, lead training, gather feedback, and advocate for your hotels internally. We’re big believers in customer-led growth
• Represent & Inspire - Encourage happy clients to become advocates — at events, webinars, and in our hotelier community. Represent Triptease and your clients proudly

Preferred Qualifications

Experience in hospitality, marketing tech, or revenue management

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