Customer Success Executive, SMB

🔥 0 minutes ago

🇲🇽 Mexico – Remote

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Triptease

WebsiteLinkedInAll Job Openings

51 - 200 employees

✈️ Travel

💼 Consulting

📦 Logistics

Travel • Consulting • Logistics

Triptease is a platform dedicated to transforming hotel website experiences to drive direct bookings and optimize pricing strategies. The company offers a range of tools, including metasearch integration, price matching, personalized messaging, and AI-driven chat, all aimed at improving direct sales and customer engagement. Triptease focuses on providing hotels with dynamic pricing, effective marketing, and data-driven automation solutions to outperform Online Travel Agencies (OTAs). Their solutions are designed to enhance revenue through CRM integration and personalized marketing strategies, ensuring that hotels can maintain competitive pricing and attract the right guests. With a mission to support the Direct Booking Movement, Triptease offers seamless integration with numerous booking engines and provides extensive resources such as webinars, events, and customer stories to help hoteliers increase direct bookings and improve their revenue management practices.

📋 Description

• Own the customer experience through the critical three-month trial period • Set success criteria, drive adoption and performance, and convert trials into full-term contracts • Refine the onboarding playbook to accelerate value realization with less manual effort • Act as a strategic advisor to a portfolio of SMB hotel clients • Understand client commercial goals and connect Triptease products to business outcomes • Lead performance check-ins, business reviews, and training sessions • Drive retention and renewals by demonstrating measurable value • Identify churn risks, handle objections, and work with Product and internal stakeholders to remove blockers • Identify upsell and cross-sell opportunities and partner with Sales on expansion deals • Use AI tools to summarize performance, draft communications, and triage at-risk accounts • Partner with Product, Marketing, and Sales to share customer insights, shape the SMB experience, and launch one-to-many campaigns • Report client performance, trial conversion, retention, and expansion to senior management • Maintain accurate records across Vitally, Salesforce, and other customer success systems

🎯 Requirements

• Experience of 2+ years in Customer Success, Account Management, or a similar client-facing role • Experience managing SMB books at scale is a strong plus • Previous experience working directly with U.S.-based customers is required • Full professional fluency in English, written and spoken, is required • Experience in B2B SaaS is ideal • Familiarity with Salesforce, Vitally, Looker, or equivalent CS and BI tools • Strong written and verbal communication • Ability to work in a fast-paced, changing environment • Experience supporting U.S.-based customers in hospitality, travel technology, hotel technology, or a related industry is a strong plus • Familiarity with hotel operations, digital marketing, revenue management, distribution, or direct-booking strategies is a nice-to-have • Familiarity with Linear or JIRA is a nice-to-have • Track record of building automations, templates, or small tools is a nice-to-have • Ability and willingness to use AI tools and automate repetitive work

🏖️ Benefits

• A competitive salary and bonus plan • Regular career development reviews — we reward great work • Fun events for Tripteasers