We're looking for a strategic, commercially-minded Customer Success Executive to join our General SMB team. You'll own a book of small and medium-sized hotel clients — primarily across AMERS, but with exposure to customers in other regions — guiding them from trial through to long-term partnership.
This isn't a ticket-taking role. You'll be responsible for helping hoteliers hit the commercial goals that matter to them — direct bookings, conversion, revenue — and for spotting the moments where Triptease can do more for them. You'll run at scale, which means automation and AI aren't optional extras; they're how the job gets done well.
? What You'll Do
? Own the Trial — Take ownership of the customer experience through the critical 3-month trial period. Set clear success criteria with each client, drive adoption and performance against them, and convert trials into full-term contracts. You'll continuously refine the onboarding playbook so new hotels see value faster, with less manual effort from you.
? Be Their Strategic Partner — Act as the trusted advisor for your book of SMB hotels. Understand each client's commercial goals (direct booking revenue, conversion rate, parity position, channel mix) and build a point of view on how Triptease gets them there. Lead performance check-ins, business reviews, and training sessions that tie product usage to business outcomes.
? Drive Retention and Renewals — Deliver high retention across the SMB base by demonstrating measurable value. You'll identify churn risk early, handle objections head-on, and work with Product and internal stakeholders to clear blockers before they become exits.
? Grow the Book — Spot upsell and cross-sell opportunities across your accounts: additional products, expanded ad spend, new properties. Partner with Sales to land expansion deals and grow net revenue retention across the segment.
? Scale Yourself with AI — Apply the "Automate Everything" mindset to your own work and to the SMB playbook. Use