Who is Trybe?
Trybe is a startup that provides modern cloud-based software to clients in the hotel spa and wellness industries. We are on a mission to revolutionise their guest and back-of-house operational experiences. We're
a high performing, energetic team, looking for like-minded, talented individuals who want to embrace the
start-up culture and work as a team as we continue to grow and take on new heights. It's a little corny, but we
really are a Tribe! We were founded in 2020 and are proud to list a number of leading spa and leisure
operators across the World onboard with Trybe. Are you a customer-focused self driven Customer Success Lead eager to drive client satisfaction and
engagement in a fast-growing tech company?
Who you are
If you're passionate about assisting and supporting users and want to join a rapidly growing startup, we want
to hear from you!
- You have experience managing a team of CSMs
- You're a natural problem-solver with excellent communication skills, able to clearly explain complex concepts to non-technical audiences in a relatable and helpful way.
- You take ownership of your work and pride in building meaningful, long-term relationships, motivated by helping customers succeed and grow with the product.
- You're proactive and customer-obsessed, always looking for ways to deliver exceptional support and strengthen our reputation as a trusted, industry-leading partner.
- You've had experience leading operational projects within/for a business
- Flexible working hours to meet with clients across different time zones
- Nice to have You've worked with a booking system. Preferably Trybe.
What the role involves
- Own and nurture client relationships by becoming a trusted partner, deeply understanding their business goals, operations, and challenges to ensure high satisfaction and long-term engagement.
- Drive product adoption and usage by identifying training needs, promoting best practices, and proactively guiding clients through their journey with our platform.
- Develop and deliver creative communication strategies that keep clients informed, engaged, and excited about new features, updates, and opportunities.
- Identify and assist on upsell and expansion opportunities by analyzing client workflows and growth plans, working closely with Sales to align solutions with their evolving needs.
- Act as the voice of the customer by gathering and synthesizing product feedback, and collaborating with the Product team to influence roadmap decisions and enhance the client experience.
- Implement and monitor client health and success metrics, maintain up-to-date records in our CRM, and work cross-functionally to mitigate churn risk and support ongoing client success.
- Hire and develop a team of CSMs
Trybe Benefits
- Vitality private health insurance
- Hybrid role; Mon-Wed in the office / Thurs-Fri remote working
- Weekly team lunch & quarterly team parties
- 26 days annual leave plus bank holidays
Customer Success Lead employer: TRYBE
At Trybe, we pride ourselves on being a dynamic startup that fosters a collaborative and energetic work culture, perfect for those who thrive in fast-paced environments. Our commitment to employee growth is evident through our supportive team structure and opportunities for professional development, all while enjoying flexible working arrangements and comprehensive benefits like private health insurance. Join us in revolutionising the hotel spa and wellness industries, where your contributions will directly impact our clients' success and satisfaction.
