Customer Success Executive, SMB

Triptease; Colombia; Híbrido; COP 6.000.000 - 10.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Career development

Team events

Open to ideas

Descripción de la vacante

Triptease is seeking a strategic, commercially-minded Customer Success Executive to join our Global SMB team. You'll own a book of SMB hotel clients across AMERS, guiding them from trial through to long-term partnership and driving direct bookings, conversions and revenue.

You'll scale with AI, automate workflows, and collaborate with Product, Marketing and Sales. Expect a fast-paced environment, strong stakeholder management, and a data-driven approach to retention and expansion.

Formación

• 2+ years in Customer Success, Account Management, or similar client-facing role.
• Experience managing SMB books at scale with high account count and automated touchpoints.
• U.S. Customer Experience is required.
• Full professional fluency in English, spoken and written.
• AI adopters who use tools to improve efficiency and impact.
• Comfort with Salesforce, Vitally, Looker, and similar dashboards.
• Strong written and verbal communication.
• Thrives in a fast-paced environment as product, process, and priorities evolve.

Responsabilidades

• Own the Trial — manage the 3-month trial, set success criteria, drive adoption and convert trials to contracts.
• Be Their Strategic Partner — align client goals with Triptease and lead reviews and training.
• Drive Retention and Renewals — demonstrate value, identify churn risk, and clear blockers with teams.
• Grow the Book — spot upsell/cross-sell opportunities and work with Sales on expansions.
• Scale Yourself with AI — use AI to automate performance summaries, communications, and triage.
• Work Across Teams — feed customer insight to Product, Marketing, and Sales.
• Keep the Data Trustworthy — maintain accurate records in CS systems like Vitally and Salesforce.

Conocimientos

Customer Success

Account Management

SaaS

B2B

US Experience

English Fluency

AI Tools

Data Dashboards

Communication

Adaptability

Herramientas

Salesforce

Vitally

Looker

JIRA

Descripción del empleo

We're looking for a strategic, commercially-minded Customer Success Executive to join our Global 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 AI tools to multiply your impact — summarizing performance, drafting communications, triaging at-risk accounts — so you spend more time on the strategic work only a human can do.

Work Across Teams — Partner with Product, Marketing, and Sales to feed back customer insight, shape the SMB experience, and launch one-to-many campaigns. You'll report on client performance, trial conversion, retention, and expansion to senior management.

Keep the Data Trustworthy — Maintain accurate, current records across Vitally, Salesforce, and our other CS systems so the wider business can rely on your numbers.

• The "Automate Everything" Mindset: You are obsessed with efficiency and hate doing the same manual task twice. You approach work with this logic:
  At SMB scale this is the whole job. With a large book of accounts, the CSE who builds a reusable performance template or an automated risk trigger will always beat the one working account by account. We give you AI tools and the freedom to use them — we expect you to.
• 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.
• Commercial Instinct: You think about customer success in terms of business outcomes — revenue, conversion, retention — not just usage or sentiment. You're comfortable reading performance data and translating it into a conversation a GM or Revenue Manager actually cares about.
• Experience: 2+ years in Customer Success, Account Management, or a similar client-facing role, ideally in B2B SaaS. Experience managing SMB books at scale — high account count, recurring automated touchpoints — is a strong plus.
• U.S. Customer Experience: Previous experience working directly with U.S.-based customers is required. You understand the communication styles, service expectations, and commercial dynamics of supporting customers in the U.S. market.
• Language: Full professional fluency in English, both written and spoken, is required. You'll communicate daily with U.S.-based customers and colleagues, including leading client meetings, delivering presentations, and discussing nuanced commercial and technical topics.
• AI Adopter: You're already using AI tools in your day-to-day work and you're curious about what's next. You see AI as a force multiplier, not a threat.
• Tooling: Comfort working with modern CS and BI tools — Salesforce, Vitally, Looker, or equivalents. You don't need to be a data analyst, but you should know your way around a dashboard.
• Communication: Strong written and verbal communication. You can run a video training session, write a tight renewal email, and flag risk to leadership without burying the lede.
• Adaptability: You thrive in a fast-paced environment where product, process, and priorities evolve.

Nice-to-Haves

• U.S. Hospitality Experience: Experience supporting U.S.-based customers in hospitality, travel technology, hotel technology, or a related industry is a strong plus.
• Hospitality Knowledge: Familiarity with hotel operations, digital marketing, revenue management, distribution, or direct-booking strategies.
• Familiarity with issue-tracking tools like Linear or JIRA.
• A track record of building automations, templates, or small tools to streamline your own work

We're a well looked after bunch, with excellent benefits (these vary by location):

• A competitive salary and bonus plan.
• Regular career development reviews — we reward great work
• Fun events for Tripteasers
• Something important to you that's not on this list? Talk to us.