Customer Success Manager - EMEA

This role is a remote role to be based in the UK (London preferably), Portugal, or Spain.

About our company
Join Triptease — a high-growth SaaS company reshaping the future of hotel distribution. We help hoteliers take back control from OTAs by equipping them with the tools to grow direct bookings, protect margins, and strengthen guest loyalty.

Our platform combines proprietary hotel data, AI-driven marketing tools, and advanced pricing intelligence to give hoteliers an edge. With over £1 billion in direct revenue driven for clients annually and a global presence, this is your chance to be part of something big.

About our role

Ready to accelerate your career in Customer Success while making a real difference in the travel industry?

We're looking for a smart, driven and customer-obsessed individual to join our global CS team as a Customer Success Manager overseeing a group of our Mid Market accounts. This is a fantastic opportunity for someone with 2–3 years of experience who's ready to take the next step, own relationships, and grow fast with a supportive team around them.

What you'll do

• Own Your Portfolio — Manage ~25–35 hotel accounts. You'll be their go-to advisor, ensuring they're successful on the platform, achieving their goals, and sticking around long term.
• Be Their Strategic Partner — Go beyond support. You'll help hoteliers improve their digital guest experience, boost direct bookings, and maximize revenue. Think of yourself as a consultant, not just a CSM.
• Drive Impact with Data — Turn insights into action. Use our platform data to show the value your hotels are getting, and help them do more with it.
• Grow and Renew Your Accounts — Own the commercial arc of every relationship. You'll convert trials into long-term contracts by making sure clients actually hit the expectations set at kick-off, uncover expansion opportunities as their needs grow (additional products, new properties, etc.), and lead renewal conversations and negotiations when the time comes. Retention and growth in your portfolio are yours to drive.
• Build Real Relationships — You'll work with everyone from hotel marketing managers to GMs, and with our internal teams (Product, Sales, Engineering) to make sure your clients get what they need.
• Level Up Their Success (and Yours) — Share best practices, lead training, gather feedback, and advocate for your hotels internally. We're big believers in customer-led growth.
• Represent & Inspire — Encourage happy clients to become advocates at events, webinars, and in our hotelier community. Represent Triptease and your clients proudly.

• Experience: 2–3 years in Customer Success, Account Management, or a similar client-facing role, ideally within B2B SaaS. You've owned a portfolio and been accountable for whether those customers renewed.
• Language: Native-level proficiency in English and Spanish (written and spoken) is essential. You must be able to communicate commercial and technical nuance clearly, and hold a confident conversation with a hotel's commercial leadership.
• The "Automate Everything" Mindset: You are obsessed with efficiency and hate doing the same manual task twice. You approach work with this logic:
• First time: You solve it and wonder if it will happen again.
• Second time: You build a template or tool to automate the majority of the task.
• Third time: You actively work to automate the process from start to finish so you never have to do it manually again.
• In practice, this means the CSM who builds a reusable reporting template will always beat the one who rebuilds the same deck 30 times a quarter. We give you AI tools and the freedom to use them — we expect you to.
• Commercial Ownership: You're comfortable owning renewal conversations, spotting risk early, and identifying growth opportunities in your accounts. You can talk about numbers — retention, revenue impact, ROI — without flinching.
• Data Fluency: You can get into a spreadsheet or dashboard, find the story in the numbers, and build a recommendation from it. You don't just forward a report to a client; you tell them what it means and what to do next.
• Technical Curiosity: You don't need to code, but you should be comfortable enough with web technologies to understand how our product sits on a hotel's website, what a tag manager does, and when an issue needs Support or Engineering. You're able to hold a credible conversation with a client's web agency rather than deferring every technical question.
• Platform Proficiency: Confident using a modern CS platform (Vitally, Gainsight, HubSpot, Salesforce or similar) and support tooling such as Intercom. More importantly, you pick up new tools quickly and don't need a training course to get started.
• Communication & Executive Presence: Exceptional written and verbal communication. You can lead a call with a GM or commercial director, present performance clearly, and handle pushback without losing the room.
• Problem-Solving Mindset: You enjoy the investigation. When a hotel's performance dips, you want to understand why, not just report that it happened.
• Adaptability: Comfort working in a fast-paced environment where priorities shift and new features ship frequently.
• Self-Direction: You manage your own time, portfolio, and priorities across a distributed team without needing to be chased.

Nice-to-Haves

• Professional proficiency in an additional European language (ex. French)
• Experience in hospitality, travel tech, or a hotel commercial function (revenue management, e-commerce, distribution).

• Familiarity with GA4, Google Tag Manager, or the metasearch and OTA landscape.
• Experience using issue-tracking tools like Linear or JIRA.
• Hands-on experience building with AI tools — automations, custom GPTs or Claude projects, scripts, no-code workflows.

Our start-up culture means everybody's contribution matters and is celebrated. We set ourselves ambitious goals and are proud of our ability to deliver those through smart working. Pace. We’re growing. Get on board fast and be part of the journey. Having a real impact on an award-winning and fast-growing company.

• 22 Days holiday
• Working abroad for 4 weeks a year (within a -/+ 3 hours time zone of the UK)
• Ben benefits* (£50 per month health and wellbeing budget) You can use this for gym membership, private healthcare, massages, therapy, cinema etc
• Learning budget - £250 per calendar year *
• Life Event leave (marriage, divorce, moving house, child’s first day at school, ceremony or graduation)
• Make a Difference (volunteering) day

*Subject to passing probation

We do not require external agency support for the recruitment of this role. Thank you.

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