Customer Success Manager

This is a fully remote position, open to applicants in Portugal, +2 more countries.

📋 Description

• Oversee approximately 25–35 hotel accounts as the main point of contact.

• Ensure clients thrive on the platform, meet their objectives, and maintain long-term renewals.

• Assist hoteliers in enhancing the digital guest experience, boosting direct bookings, and optimizing revenue.

• Leverage platform data to showcase customer value and stimulate action.

• Transform trial users into long-term contractual clients by fulfilling kickoff expectations.

• Identify growth opportunities, including additional products and properties.

• Facilitate renewal discussions and negotiations.

• Cultivate relationships with hotel marketing managers, general managers, and commercial leaders.

• Collaborate with Product, Sales, and Engineering teams to fulfill client requirements.

• Share best practices and conduct customer training sessions.

• Collect customer feedback and advocate for hotels within the organization.

• Motivate clients to become advocates through events, webinars, and the hotelier community.

• Represent Triptease and its clients effectively.

⛳️ Requirements

• 2–3 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably within B2B SaaS.

• Native-level proficiency in both English and Spanish (written and spoken) is mandatory.

• Ability to communicate both commercial and technical nuances clearly and engage confidently with hotel commercial leadership.

• Efficiency-oriented with a focus on automation.

• Comfortable managing renewal discussions, identifying risks early, and spotting account growth opportunities.

• Capability to discuss retention, revenue impact, and ROI effectively.

• Proficiency in data interpretation using spreadsheets or dashboards; skilled at deriving insights and making recommendations.

• Technical knowledge of web technologies, hotel websites, tag managers, and escalation processes to Support or Engineering.

• Confident in the use of modern Customer Success platforms such as Vitally, Gainsight, HubSpot, Salesforce, or similar, as well as support tools like Intercom.

• Exceptional written and verbal communication skills along with executive presence.

• A problem-solving mindset.

• Adaptability in a dynamic environment with changing priorities and frequent feature updates.

• Ability to independently manage time, portfolio, and priorities across a distributed team.

• Nice to have: professional proficiency in an additional European language.

• Nice to have: experience in hospitality, travel technology, or hotel commercial functions.

• Nice to have: familiarity with GA4, Google Tag Manager, and the metasearch and OTA landscape.

• Nice to have: experience with Linear or JIRA.

• Nice to have: practical experience in building AI automations, custom GPTs or Claude projects, scripts, or no-code workflows.

🏝️ Benefits

• 22 days of holiday.

• Opportunity to work abroad for 4 weeks per year (within a +/- 3-hour time zone of the UK).

• Ben benefits (£50 per month health and wellbeing budget), applicable for gym memberships, private healthcare, massages, therapy, cinema, etc.

• Learning budget of £250 per calendar year.

• Life Event leave (for marriage, divorce, moving house, child’s first day at school, ceremony, or graduation).

• A Make a Difference (volunteering) day.

• Work with an award-winning and rapidly growing company that offers opportunities to make a genuine impact.

• Access to AI tools and the freedom to utilize them.