Customer Success Executive, SMB

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Take ownership of the customer journey during the essential three-month trial phase.

• Establish success metrics, promote adoption and performance, and transition trials into long-term contracts.

• Enhance the onboarding guide to facilitate quicker value realization with reduced manual effort.

• Serve as a strategic consultant for a portfolio of SMB hotel clients.

• Comprehend client commercial objectives and align Triptease products with business results.

• Conduct performance evaluations, business reviews, and training sessions.

• Foster retention and renewals by showcasing quantifiable value.

• Recognize churn risks, address objections, and collaborate with Product and internal teams to eliminate obstacles.

• Detect upsell and cross-sell opportunities and collaborate with Sales on expansion initiatives.

• Utilize AI tools to summarize performance, compose communications, and address at-risk accounts.

• Collaborate with Product, Marketing, and Sales to share customer insights, enhance the SMB experience, and initiate one-to-many campaigns.

• Present client performance, trial conversion, retention, and expansion metrics to senior management.

• Keep precise records across Vitally, Salesforce, and other customer success platforms.

⛳️ Requirements

• Over 2 years of experience in Customer Success, Account Management, or a similar client-facing position.

• Experience managing large SMB accounts is a significant advantage.

• Direct experience with U.S.-based customers is essential.

• Full professional proficiency in English, both written and spoken, is necessary.

• Background in B2B SaaS is preferred.

• Familiarity with Salesforce, Vitally, Looker, or similar Customer Success and Business Intelligence tools.

• Excellent written and verbal communication skills.

• Capability to thrive in a fast-paced and evolving environment.

• Experience aiding U.S.-based clients in the hospitality, travel technology, hotel technology, or related sectors is a strong plus.

• Understanding of hotel operations, digital marketing, revenue management, distribution, or direct-booking strategies is advantageous.

• Familiarity with Linear or JIRA is a plus.

• Proven ability to create automations, templates, or small tools is beneficial.

• Willingness to utilize AI tools and automate repetitive tasks.

🏝️ Benefits

• A competitive salary and bonus structure.

• Regular career development reviews — we recognize and reward exceptional performance.

• Engaging events for Tripteasers.