Customer Success Manager

About our company

Triptease. We are a disruptive force in the tech space for online travel. Never one to shy from big challenges, we built our reputation on empowering hotels to stand up to the might of Online Travel Agents.

We are uniquely positioned to help hotels in their greatest time of need. The world class data set we’ve been building, combined with a new set of digital marketing tools has positioned us to accelerate our impact on Hoteliers.

With offices in London, NYC, Barcelona and Singapore, we drive over £1bn in revenue for hoteliers around the globe. As we gear up for our next stage of growth, now is an ideal time to join our fast-growth and well funded technology business.

Inclusion is how we unleash the power of diversity. It is how we build our teams, cultivate our leaders and ensure Triptease is the right fit for every person. Come join us on our journey, be comfortable bringing your authentic self to work..Be you!

About our role

We are looking for a driven, personable, and creative individual to join our Customer Success team in the position of Customer Success Manager.

In this role, you will manage a portfolio of hotel partners from the moment they sign up to the Triptease Platform. Leveraging your expertise, you'll be responsible for coaching your partners to find new ways to optimize their online guest experience, drive the most value from the platform, and ultimately increase direct bookings.

The Triptease platform is helping more than 17,000 hotels around the world speak directly with their guests, manage their parity, and offer the best price direct. Join us on our mission to save the hotel industry from becoming a price, on a pin, or a map.

Key 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.

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

Benefits

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.

Our benefits vary upon location

• 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
• 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

*Subject to passing probation
We also offer...

• Remote working
• Refer a Friend policy
• Flexibility with childcare
• Sabbaticals (from year three onwards)

We do not require external agency support for the recruitment of this role. Thank you.

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