Associate Vice President - Customer Success - New York or East Coast based
Triptease, United States
Job Description
This role is our AVP position for the NORAM amp; LATAM regions and can be based in New York or anywhere on the East Coast.
About our company
Triptease. We are a disruptive force in the tech space for online travel. Never one to shy from big challenges, we built our reputation on empowering hotels to stand up to the might of Online Travel Agents.
We are is uniquely positioned to help hotels in their greatest time of need. The world class data set we’ve been building, combined with a new set of digital marketing tools has positioned us to accelerate our impact to Hoteliers.
With offices in London, NYC, Barcelona and Singapore, we drive over 1bn in revenue for hoteliers around the globe. As we gear up for our next stage of growth, now is an ideal time to join our fast-growth, well funded, technology business.
Inclusion is how we unleash the power of diversity. It is how we build our teams, cultivate our leaders and ensure Triptease is the right fit for every person. Come join us on our journey; be comfortable bringing your authentic self to work..Be you!
About our Role
Triptease is seeking an experienced and results-driven Associate Vice President of Customer Success for the Americas region. You will have a strategic vision, critical thinking and a show of decisiveness to drive business results and customer outcomes that will enhance the critical SaaS metrics like gross retention, net dollar retention, MRR growth, NPS to name a few. In this role you will be reporting directly to our Chief Customer Officer.
You will be responsible for leading a team of Customer Success Managers, managing approximately $10 million in revenue across the NORAM and LATAM regions. Your primary focus will be on customer retention, aiming to achieve a retention rate of over 90%. You will act as a mentor and coach to our CSMs - helping guide them through particularly challenging scenarios, and ensuring the team feel empowered to learn and grow whilst also offering critical support along the way with regards to their ongoing career development. Our team of Customer Success Managers should continue to feel motivated, driven and championed by the AVP of CS both internally and externally. We have a culture of open, honest, transparent communication lines at Triptease - and being able to balance strong empathy skills with the right commercial approach for the business will be key to your success in this role.
Additionally, you will collaborate closely with the Sales team to drive upsells and expansions within our customer base and work in tandem with our AVP of Sales to identify ways to improve and drive up our growth. You will have full accountability for Customer Success for this region and be responsible for delivering headcount modelling, forecasting and process improvement alongside the team leadership.
There is ample opportunity for this role to grow with the business as Triptease is a high-growth business. The team is currently 5 Customer Success Managers but this is likely to grow and expand over the coming years.
Curiosity and an obsession with learning and growth is paramount to the success of this role. We are a company who is always looking to improve our processes and ways of working so are looking for someone who will join and be able to impart their knowledge to drive even greater success. It is a truly collaborative culture and we’re looking for someone to embody that in their approach to the role.
Key Responsibilities:
- Team Leadership: Manage, mentor, and inspire a team of 5 Customer Success Managers, providing guidance and support to ensure exceptional customer experiences and results.
- Revenue Accountability: Take ownership of approximately $10 million in revenue from the Americas region, actively monitoring customer health and implementing strategies to drive growth.
- Customer Retention: Develop and execute strategies to achieve and maintain a customer retention rate of over 90%, ensuring customer satisfaction and loyalty. You will work closely with the CSMs and deal with any escalated customer scenarios to drive an amicable resolution.
- Cross-functional Collaboration: This role will work closely with almost all departments at Triptease. Customer Success is truly the ‘heart’ of the organization. You will work closely with the Sales team to identify opportunities for upselling and expanding existing customer accounts. Drive a strong Net Dollar Retention of 120%+.
- You will work closely with:
- The Product and Marketing teams to ensure that the feedback from customers within the region is appropriately shared and fed back internally to drive success.
- Our finance department to drive efficiencies and process improvements on cash collection and billin