Customer Success Manager

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

📋 Description

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

• Ensure client success on the platform, helping them reach their objectives and fostering long-term relationships.

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

• Utilize platform data to showcase value and suggest actionable strategies.

• Convert trial users into long-term contracts.

• Identify opportunities for expansion, including additional products and properties.

• Lead discussions and negotiations for contract renewals.

• Drive retention and growth throughout the account portfolio.

• Cultivate relationships with hotel marketing managers, general managers, and internal teams in Product, Sales, and Engineering.

• Share best practices and facilitate training sessions.

• Collect customer feedback and advocate for hotels internally.

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

• Act as a representative for Triptease and its clients.

⛳️ Requirements

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

• Native-level proficiency in both English and Thai, both written and spoken.

• Ability to articulate commercial and technical nuances effectively.

• Commercial responsibility for renewal discussions, account risks, and growth potential.

• Proficiency in data analysis using spreadsheets or dashboards, with the capacity to formulate recommendations.

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

• Confidence in using modern Customer Success platforms such as Vitally, Gainsight, HubSpot, Salesforce, or similar tools.

• Familiarity with support tools like Intercom.

• Outstanding written and verbal communication skills.

• Ability to lead conversations with General Managers or commercial directors and manage objections effectively.

• Strong problem-solving abilities.

• Flexibility to adapt in a fast-paced environment.

• Self-motivated within a distributed team setting.

• Nice to have: experience in hospitality, travel tech, or hotel commercial roles.

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

• Nice to have: experience with Linear or JIRA.

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

🏝️ Benefits

• A competitive salary along with a bonus plan.

• Regular career development reviews — we acknowledge and reward outstanding performance.

• Benefits differ by location.

• Benefits may vary based on employment type and location.

• A supportive team environment.

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