Strategic SMB Customer Success Leader

Triptease; Colombia; On-site; COP 222,965,000 - 350,374,000; Full time

Benefits offered by this job

Competitive salary

Career development

Team events

Job summary

Triptease is seeking a strategic, commercially-minded Customer Success Executive to join our Global SMB team. You will own a book of small and medium hotels across AMERS, guiding them from trial through long‑term partnership with a focus on direct bookings, conversion, and revenue.

You will scale with automation and AI, lead check-ins and trainings, and partner with Product, Marketing and Sales to drive retention, renewals, and expansion across the segment.

Qualifications

• The 'Automate Everything' Mindset: efficiency-focused; build reusable templates/tools.
• Commercial Instinct: growth-focused outcomes (revenue, conversion, retention).
• Experience: 2+ years in Customer Success/Account Management, ideally in B2B SaaS; SMB books at scale.
• U.S. Customer Experience: experience supporting U.S.-based customers.
• Language: fluent in English (written and spoken).
• AI Adopter: uses AI tools to multiply impact.
• Tooling: comfortable with Salesforce, Vitally, Looker or equivalents; dashboards familiarity.
• Communication: strong written and verbal skills; can lead client meetings and renewals.
• Adaptability: thrives in fast-paced, evolving environments.

Responsibilities

• Own the Trial — manage 3‑month trial, set success criteria, drive adoption, convert to contracts.
• Be Their Strategic Partner — align client goals with Triptease offerings; lead reviews and trainings.
• Drive Retention and Renewals — demonstrate measurable value; identify churn risk early and unblock blockers.
• Grow the Book — spot upsell/cross-sell opportunities; partner with Sales for expansions.
• Scale Yourself with AI — use AI tools to summarize performance, draft communications, triage accounts.
• Work Across Teams — feed back customer insight to Product/Marketing/Sales; report outcomes to leadership.
• Keep the Data Trustworthy — maintain accurate records in Vitally, Salesforce, etc.

Skills

Customer Success

Account Management

AI Adopter

Adaptability

Communication

Efficiency Mindset

Strategic Thinking

Tools

Salesforce

Vitally

Looker

Job description

Triptease is seeking a strategic, commercially-minded Customer Success Executive to join our Global SMB team. You will own a book of small and medium hotels across AMERS, guiding them from trial through long‑term partnership with a focus on direct bookings, conversion, and revenue.

You will scale with automation and AI, lead check-ins and trainings, and partner with Product, Marketing and Sales to drive retention, renewals, and expansion across the segment.