At a Glance
- Tasks: Manage hotel accounts, boost direct bookings, and drive client success with data insights.
- Company: Join Triptease, a fast-growing SaaS company transforming hotel distribution.
- Benefits: Remote work, competitive salary, health budget, learning budget, and 22 days holiday.
- Other info: Dynamic start-up culture with opportunities for growth and contribution.
- Why this job: Accelerate your career in Customer Success while making a real impact in travel.
- Qualifications: 2-3 years in Customer Success or Account Management, fluent in English and Spanish.
The predicted salary is between 37800 - 46200 £ per year.
This role is a remote role to be based in Portugal.
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
Customer Success Manager - EMEA employer: Triptease
At Triptease, we pride ourselves on being an exceptional employer that fosters a vibrant and inclusive work culture where every team member's contribution is valued. With a strong focus on employee growth, we offer extensive learning and development opportunities, alongside a generous benefits package that includes private medical insurance, a wellbeing allowance, and flexible working arrangements in our beautiful London Bridge office. Join us to be part of a dynamic team that is making a significant impact in the travel tech industry while enjoying a supportive environment that encourages innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Triptease. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Triptease before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Triptease:Your cover letter is your chance to shine! Tell us why you want to work at Triptease specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Triptease!
How to prepare for a job interview at Triptease
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
