Triptease
Tech / AI / Software
CustomerSuccessExecutive-SMBTeam(APAC)
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“Customer Success Executive - SMB Team (APAC) at Triptease. Skills: Customer Success, Account Management, Commercial Goals, AI & Automation. Own the customer experience through the critical 3-month trial period.. Set clear success criteria with each client, drive product adoption and performance against those criteria, and convert trials into full-term contracts.”
What You'll Achieve.
helping hoteliers hit the commercial goals that matter to them — direct bookings, conversion, revenue; Drive high retention across the SMB base by demonstrating measurable value.; grow net revenue retention across the segment.
Industry & Context.
What They're Looking For.
Must Have
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), Comfort working with modern CS and BI tools — Salesforce, Vitally, Looker, or equivalents, written and verbal communication skills, Adaptability
Nice to Have
Experience managing SMB books at scale (high account count, recurring automated touchpoints), Additional languages spoken across APAC (Mandarin, Japanese, Bahasa, Thai, etc. ), Experience in hospitality, travel-tech, or hotel distribution, Familiarity with issue-tracking tools like Linear or JIRA, A track record of building automations, templates, or small tools to streamline your own work
What You'll Do.
Own the customer experience through the critical 3-month trial period.
Set clear success criteria with each client
drive product adoption and performance against those criteria
and convert trials into full-term contracts.
Continuously refine the onboarding playbook so new hotels see value faster
with less manual effort from you.
Act as the trusted advisor for your book of SMB hotels.
Understand each client's commercial goals (direct booking revenue
channel mix) and build a point of view on how Triptease helps them get there.
Lead performance check-ins
and training sessions that tie product usage to business outcomes.
Drive high retention across the SMB base by demonstrating measurable value.
Identify churn risk early
handle objections head-on
and work with Product and internal stakeholders to resolve blockers before they become exits.
Spot upsell and cross-sell opportunities within your book — additional products
Partner with Sales where needed to land expansion deals and grow net revenue retention across the segment.
Apply the "Automate Everything" mindset to your own work and to the SMB playbook.
Use AI tools to scale your impact — summarising performance
drafting communications
triaging at-risk accounts — so you spend more time on the strategic work only a human can do.
Work closely with Product
and Sales to feed back customer insights
shape the SMB experience
and launch one-to-many campaigns.
Report on client performance
and expansion to senior management.
up-to-date records across Vitally
and other CS systems so the wider business can rely on your data.
How You'll Work.
Team & Collaboration
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.
Communication Scope
Native-level proficiency in English (written and spoken); written and verbal communication skills; run a video training session; write a renewal email; flag risk to leadership
Full Job Description
_**PLEASE NOTE: This role can be based in Singapore, Malaysia or Indonesia (Remote). We are seeking a professional who currently resides in one of those locations.**_ We're looking for a strategic, commercially-minded Customer Success Executive to join our SMB team in APAC. You'll own a book of small and medium-sized hotel clients — primarily across APAC but with exposure to customers in other regions — guiding them from trial through to long-term partnership. This isn't a ticket-taking role. You'll be responsible for helping hoteliers hit the commercial goals that matter to them — direct bookings, conversion, revenue — and for spotting the moments where Triptease can do more for them. You'll run at scale, which means automation and AI aren't optional extras; they're how the job gets done well. **Key Responsibilities** * Trial Conversion & Onboarding: Own the customer experience through the critical 3-month trial period. Set clear success criteria with each client, drive product adoption and performance against those criteria, and convert trials into full-term contracts. Continuously refine the onboarding playbook so new hotels see value faster, with less manual effort from you. * Strategic Account Management: Act as the trusted advisor for your book of SMB hotels. Understand each client's commercial goals (direct booking revenue, conversion rate, parity position, channel mix) and build a point of view on how Triptease helps them get there. Lead performance check-ins, business reviews, and training sessions that tie product usage to business outcomes. * Retention & Renewals: Drive high retention across the SMB base by demonstrating measurable value. Identify churn risk early, handle objections head-on, and work with Product and internal stakeholders to resolve blockers before they become exits. * Expansion & Upsell: Spot upsell and cross-sell opportunities within your book — additional products, expanded ad spend, new properties. Partner with Sales where needed to l
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