Customer Success Manager

About TripStack

We are travel tech entrepreneurs, changing the way millions of people travel.

Our proprietary virtual interlining technology provides access to billions of travel itineraries by combining flights from different airline carriers that don’t traditionally work together. We take our customers from point A to B via C, including land transportation, at the lowest possible price. We are impacting the way people travel and provide higher margin opportunities to our partners that are some of the largest online travel agencies in the world.

We pride ourselves on the performance-driven environment we have created for our teams to prosper and excel in. We come to work ready, to challenge and be challenged. We’re big enough to give our teams support but small enough that every person makes a difference. There are still plenty of challenges to champion.

The Role

We are seeking a dynamic and customer-centric Customer Success Manager to join our team. In this role, you will drive customer engagement and success by guiding our OTA and Airline clients through the entire sales process and beyond. Your primary focus will be building and nurturing strong relationships with our customers, ensuring they derive maximum value from our products and services while identifying and capitalizing on new sales opportunities. The ideal candidate is passionate about customer success, skilled in relationship management, and motivated to meet and exceed sales targets.

Responsibilities

• Support the full sales cycle, from lead generation to deal closure, while maintaining long-term customer engagement.
• Onboard new clients, ensuring a smooth transition from sales to implementation.
• Regularly engage with customers to understand their business goals, challenges, and how our solutions can support their success.
• Act as the primary point of contact for assigned customers, developing trusted advisor relationships.

• Conduct regular check-ins and business reviews to track and drive customer outcomes.
• Proactively address customer concerns, troubleshooting issues to ensure satisfaction and retention.

• Identify and pursue upselling and cross-selling opportunities to maximize customer value and drive revenue growth.
• Partner with internal teams to develop tailored solutions that align with customer needs.

• Develop and implement strategies to increase product adoption and customer engagement.
• Monitor customer usage patterns and feedback to drive proactive account management.

• Maintain detailed records of customer interactions, sales activities, and engagement metrics.
• Provide regular reports on customer success metrics, sales pipeline status, and customer satisfaction.
• Build and maintain a customer community through events, forums, and other engagement activities.

Requirements

• 5+ years of experience in solution sales and support with technical background
• Proven account management experience OTA’s and Airlines or similar clients
• Solid knowledge of the Travel industry
• Proven track record of revenue growth and client satisfaction / retention
• Able to effectively manage multiple projects simultaneously
• Must strive to have a deep understanding of the company services and its’ position within the industry 
• Experience with deployment of complex technical solutions in a large enterprise environment
• Ability to make professional business presentations in writing, verbally, including complex business and technical matters to different audiences (technical and management)
• Work independently in determining one’s personal work schedule to be productive
• Ability to work in a team environment, in order to achieve personal and team project milestones and to complete assignments within established time frames
• Creative and innovative problem solving, able to take on diverse challenges.
• Expertise with Google Apps, MS-Office, Helpdesk tools, Slack
• Digital Marketing experience a plus

What it takes to succeed here

Ambition and dedication to make a difference and change the way people travel; Where we always play to each other's strength in a high performing team reaching for our common goal. We hold ourselves to the highest expectations, and move with a sense of urgency and hold ourselves accountable and win by staying true to what we believe in.

Learn more about our values here

What we offer

We offer an opportunity to work with a young, dynamic, and a growing team composed of high-caliber professionals. We value professionalism and promote a culture where individuals are encouraged to do more and be more. If you feel you share our passion for excellence, and growth, then look no further. We have an ambitious mission, and we need a world-class team to make it a reality. Upgrade to a First Class team!

At TripStack, we proudly believe in embracing diversity. This is true for our team, clients, communities and stakeholders. We are an equal opportunity employer and committed to creating a safe, healthy and accessible environment. We encourage applications regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other grounds protected by law. Please let us know if you need any accommodations during any part of the recruitment process.

TripStack thanks all applicants for their interest, however only those selected to continue in the process will be contacted.

Learn more about us at www.tripstack.com

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