Customer Success Executive - SMB Team (APAC)
T
TripteaseB2B SaaS, Hospitality, Travel-tech
Indonesia. Malaysia. SingaporeFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- SalesforceJiraLooker
Requirements
- 2+ years in Customer Success, Account Management, or a similar client-facing role, ideally in B2B SaaS.
- Native-level proficiency in English (written and spoken).
- Experience using AI tools in day-to-day work.
- Comfort working with modern CS and BI tools (Salesforce, Vitally, Looker, or equivalents).
- Strong written and verbal communication skills.
- Adaptability in a fast-paced environment where product, process, and priorities evolve.
- "Automate Everything" Mindset: Obsessed with efficiency and automating tasks.
- Commercial Instinct: Thinks about customer success in terms of business outcomes (revenue, conversion, retention).
- Experience managing SMB books at scale (high account count, recurring automated touchpoints) is a strong plus.
Responsibilities
- Own the customer experience through the critical 3-month trial period, setting success criteria, driving product adoption, and converting trials to full-term contracts.
- Continuously refine the onboarding playbook to enhance value for new hotels with less manual effort.
- Act as the trusted advisor for a book of SMB hotels, understanding their commercial goals and guiding them on how Triptease can help.
- Lead performance check-ins, business reviews, and training sessions linking product usage to business outcomes.
- Drive high retention across the SMB base by demonstrating measurable value, identifying churn risk, and resolving blockers.
- Spot upsell and cross-sell opportunities, partnering with Sales to land expansion deals and grow net revenue retention.
- Apply the "Automate Everything" mindset to own work and the SMB playbook, using AI tools for tasks like summarising performance, drafting communications, and triaging at-risk accounts.
- Work closely with Product, Marketing, and Sales to feed back customer insights, shape the SMB experience, and launch one-to-many campaigns.
- Report on client performance, trial conversion, retention, and expansion to senior management.
- Maintain accurate, up-to-date records across Vitally, Salesforce, and other CS systems.
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