Customer Success

Tourwriter; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

An innovative travel software company based in London seeks a Senior Customer Success Executive to drive customer satisfaction and growth. As the Customer Success Champion, you'll manage relationships with UK and European clients, ensuring their satisfaction and successful use of the product. The role involves onboarding, monitoring customer trends, and collaborating with teams to enhance the customer experience. Candidates should have 5 years experience in Customer Success or similar, with excellent communication and interpersonal skills. Join us for a hybrid work model and a supportive team culture.

Benefits

WeWork membership

Wellness allowance

Professional development budget

Regular team socials

Qualifications

• 5 years of experience in Customer Success or Account Management, preferably within SaaS.
• Proven track record of success in a customer-facing role.
• Ability to work outside normal business hours as required.

Responsibilities

• Drive customer metrics associated with customer satisfaction.
• Monitor customer usage to identify retention risks.
• Develop world-class onboarding and implementation experiences.
• Champion customer feedback within the company.

Skills

Customer focus

Excellent interpersonal skills

Organisational skills

Problem-solving

Verbal communication

Experience with CRM tools

Job description

Tourwriter.

Senior Customer Success Exec (Europe) - UK (London) based

Customer Success Operations Team - Full Time

We’re excited to announce a new opportunity at Tourwriter to join our Customer Success Team as our Customer Success Champion (Europe), based in London, UK.

Our Customer Team is gearing up for growth mode and as our Customer Success Champion, based in the UK, you’ll be driving world class customer experiences for our UK and European Customers.

This position offers you the opportunity to work closely with our Head of Customer Success Operations and Sales Growth team as we enter a new phase for the company and help shape what Customer Success means at Tourwriter.

The opportunity ahead of us is huge. Tourwriter is the only true end-to-end tour operator product for luxury travel designers globally and our customers truly love our product! As Customer Success Champion you are a key part in the journey of our customers - from onboarding, through to health checks, dialling up our NPS and customer satisfaction, training and ultimately driving their product usage.

We have ambitious and exciting targets for the next year in the UK and Europe. This is an opportunity for someone who based in the UK already or is ready to relocate to the UK in early 2026.

About Tourwriter

Tourwriter is where travel meets design. We’ve crafted the complete creative toolkit for the world’s leading travel designers - perfectly engineered to give them the freedom to showcase their individual expertise, imagination and flair. Effortless and intuitive, every tool is designed to ensure the seamless curation of travel experiences, every step of the way.

We are growing and are on the lookout for some exceptional talent to join our team. Our culture thrives on innovation through experimentation, giving people the freedom to explore and seek out alternative solutions to solve real-world problems. Tourwriter is no ordinary company, so we don't expect you to be either. If you love learning new things and are intrigued by the idea of building travel software that inspires – we need you!

Key responsibilities

We’re a dynamic team that moves fast and that means every person needs to roll their sleeves up and be prepared to do what it takes to get the job done.

As our Customer Success Champion (Europe) you will be responsible for executing our company growth strategy, which is heavily focused on driving real life success for our customers. Your key responsibilities will include:

Customer Success -

You will be the day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity and highlighting best practices. You will be responsible for the collection of all necessary data and information in the CRM, for your customers and driving customer metrics associated with customer happiness and activity.

You will need to monitor customer usage and trends to classify the health of the customer from our real time customer success dashboard and identify retention risks or growth opportunities. Maintain monthly customer retention above 95% by providing exceptional customer support by answering support inquiries, troubleshooting issues, and resolving customer problems through all communication channels.

Work with sales and marketing teams to boost customer referrals and develop case studies and customer stories and you will also be integral to driving customer NPS participation.

Implementation and Onboarding -

You’ll help develop and build a world class implementation and onboarding experience and generate content to educate, help solve technical problems, and ensure the smooth adoption of our software to high value ICP customers. You’ll proactively reach out to any customers who are behind in their activation journey to ensure “not activated” becomes “activated”. When you get up to speed with the software you’ll also contribute to Sales calls where necessary.

Cross functional champion -

Champion our customers' voice internally and share feedback with the wider Team on trends, competitors, challenges and opportunities. Collaborate closely with product owners and developers to ensure that support is aligned to business goals and product strategy and product improvements are based on customer feedback.

To ensure we can best serve our customers, it is critical that all data and information is correctly recorded in the CRM. Ensuring accurate CRM Data hygiene is a critical component of your role.

Product knowledge -

Maintain expert knowledge of the product to provide exceptional customer support and create customer training material as needed. Support the sales team with product expertise to help close deals, delivering relevant insights and best practices. Stay up to date with new and upcoming product features to ensure accurate guidance.

We’re looking for people who:

• Are a team player. Someone who feeds off and contributes to our tight‑knit team.
• Have proven experience, success & progression in a Customer Success or Account Management role (5 years), or another customer facing role (ideally within SaaS).
• Have high organisation skills and are able to effectively prioritise and plan across a broad portfolio of customers.
• Customer focused. Everything you do, has the customer at the heart of it. You are passionate about delivering world class customer experiences whilst seeing and maximising on opportunities.
• Are enthusiastic about technology and the role it plays in helping businesses run, connect and grow.
• Excellent interpersonal and relationship‑building skills. You can quickly and easily build trust with our customers and team.
• A “doer”. Ready to roll your sleeves up.
• Are experimental and problem solvers - You’re comfortable trying new things and learning from trying different ways of doing things and monitor industry trends and customer feedback.
• Have excellent verbal communication and eloquent writing skills. You’re comfortable conversing with all Tourwriter stakeholders, including our internal team and you don’t mind having hard conversations with tricky customers.
• Have experience with CRM and CS tools to optimise customer journeys.
• Are willing to work outside normal business hours of 9 to 5 as required - our customers and Team are global, and this role will have a UK and European focus.

To apply please provide us with a CV and Cover Letter.

Why you’ll love working with us:

• We’re a tight‑knit, supportive team
• Our team thrives on constant learning and development and improvement
• All the tech you need, plus a WeWork membership in central London
• Hybrid working model - spend 3 days a week in our central London office and 2 days working from home for the best balance of collaboration and flexibility
• Regular team socials - from escape rooms and after‑work drinks to celebratory lunches, we make time to connect, have fun, and celebrate wins together
• The chance to work in a fast‑growing, innovative company where your ideas matter.

Some other great things about working with Tourwriter:

• A wellness allowance
• A professional development budget
• Additional leave depending on years working for Tourwriter.