Customer Success Executive - SMB Team (APAC)

1 week ago
Full-time
Junior
Customer and Technical Support
Triptease

Triptease

Triptease is a travel SaaS company that empowers hotels to increase direct bookings, reduce reliance on OTAs, and personalize the customer experience using unique price, market, and customer data. Their Direct Booking Platform helps hotels attract, con...

Consumer Services
51-250
Founded 2013
$24M raised

Description

  • Own the customer experience for hotel clients during the 3-month trial period and convert trials into full-term contracts.
  • Set success criteria with each client and drive product adoption and performance against those goals.
  • Continuously improve the onboarding playbook to help new hotels see value faster with less manual effort.
  • Act as a trusted advisor to SMB hotel accounts and align Triptease usage to each client’s commercial objectives.
  • Lead performance check-ins, business reviews, and training sessions focused on business outcomes.
  • Drive retention and renewals by identifying churn risk early, handling objections, and resolving blockers with internal teams.
  • Identify upsell and cross-sell opportunities, including additional products, expanded ad spend, and new properties.
  • Partner with Sales, Product, and Marketing to share customer insights, shape the SMB experience, and support one-to-many campaigns.
  • Use AI tools and automation to scale account management tasks such as summarizing performance, drafting communications, and triaging at-risk accounts.
  • Maintain accurate account and performance data across CS systems such as Vitally and Salesforce.
  • Report on trial conversion, retention, expansion, and client performance to senior management.

Requirements

  • Must currently reside in Singapore, Malaysia, or Indonesia and be available for a remote role.
  • 2+ years of experience in Customer Success, Account Management, or a similar client-facing role, ideally in B2B SaaS.
  • Experience managing SMB books at scale with a high account count and recurring automated touchpoints is a strong plus.
  • Native-level proficiency in English, written and spoken, is essential.
  • Strong commercial instinct with the ability to discuss revenue, conversion, retention, and other business outcomes with customers.
  • Comfort working with modern CS and BI tools such as Salesforce, Vitally, and Looker, or equivalents.
  • Ability to read performance data and turn it into actionable customer conversations.
  • Strong written and verbal communication skills for training, renewals, and escalation management.
  • Adaptability to thrive in a fast-paced environment where product, process, and priorities change frequently.
  • A strong “Automate Everything” mindset and prior use of AI tools in daily work are essential.
  • Nice-to-have: Additional APAC languages such as Mandarin, Japanese, Bahasa, or Thai.
  • Nice-to-have: Experience in hospitality, travel-tech, or hotel distribution.
  • Nice-to-have: Familiarity with issue-tracking tools like Linear or JIRA.
  • Nice-to-have: Experience building automations, templates, or small tools to streamline work.

Benefits

  • Competitive salary with bonus plan and meaningful equity.
  • Regular career development reviews.
  • Self-development allowance to spend on learning and growth.
  • Fun company events for Tripteasers.
  • Inclusive and diverse workplace commitment.
  • Location-dependent benefits that vary by country.

Interested in this position?

Apply directly on the company website

Apply Now

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