Customer Success Executive, SMB

3 weeks, 2 days ago
Contract
Junior
Customer and Technical Support
Triptease

Triptease

Triptease is a travel SaaS company that empowers hotels to increase direct bookings, reduce reliance on OTAs, and personalize the customer experience using unique price, market, and customer data. Their Direct Booking Platform helps hotels attract, con...

Consumer Services
51-250
Founded 2013
$24M raised

Description

  • Own the three-month trial experience, establish success criteria, drive adoption, and convert trials into full-term contracts.
  • Continuously improve onboarding playbooks to accelerate customer value and reduce manual effort.
  • Advise SMB hotel clients on commercial goals including direct-booking revenue, conversion, parity, and channel mix.
  • Lead performance reviews, business reviews, training sessions, and outcome-focused customer conversations.
  • Identify churn risks, address objections, and coordinate with Product and internal teams to remove blockers.
  • Identify upsell and cross-sell opportunities, including additional products, advertising spend, and properties.
  • Use AI and automation to scale account management, performance reporting, communications, and risk triage.
  • Collaborate with Product, Marketing, and Sales on customer feedback, SMB initiatives, and one-to-many campaigns.
  • Report on client performance, trial conversion, retention, and expansion to senior management.
  • Maintain accurate records in Vitally, Salesforce, and other customer success systems.

Requirements

  • 2+ years of experience in Customer Success, Account Management, or a similar client-facing role, ideally in B2B SaaS.
  • Experience managing SMB accounts at scale; recurring automated touchpoints are preferred.
  • Previous experience working directly with U.S.-based customers is required.
  • Full professional fluency in written and spoken English.
  • Commercial mindset focused on revenue, conversion, retention, and measurable business outcomes.
  • Practical experience using AI tools and a strong automation mindset.
  • Comfort with Salesforce, Vitally, Looker, or equivalent customer success and BI tools.
  • Strong written and verbal communication skills, including presentations, training, and renewal communications.
  • Ability to adapt in a fast-paced environment with evolving products, processes, and priorities.
  • Experience in U.S. hospitality, travel technology, hotel technology, hotel operations, revenue management, distribution, or direct-booking strategy is preferred.
  • Familiarity with Linear or JIRA and a track record of building automations, templates, or productivity tools are preferred.

Benefits

  • Competitive salary and bonus plan.
  • Regular career development reviews and recognition for strong performance.
  • Company events and team activities.

Interested in this position?

Apply directly on the company website

Apply Now

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