Customer Success Director

Job description

About our Company

🚀 Make your mark in a high-impact, high-growth travel tech scale-up.

At Triptease, we’re on a mission to transform the hotel industry. Our platform empowers hoteliers to increase direct bookings, reduce dependency on online travel agencies, and maximise profitability—all while delivering better experiences for their guests.

We’ve already helped hotels generate over £1 billion in direct revenue and operate globally from hubs in London, New York, Singapore, and Barcelona—alongside a growing network of talented remote employees across the world. Backed by data, driven by innovation, and powered by a passionate team—we’re scaling fast and building something that truly matters.

Now, we’re looking for a customer-obsessed leader who thrives on driving value, adapts fast, and wants to take full ownership of customer outcomes in a truly entrepreneurial, high-growth environment.

If you’re excited by autonomy, impact, and the opportunity to help define the next chapter of growth for a profitable SaaS business—we want to hear from you.

✨ About our role

We’re seeking an experienced, results-driven Director of Customer Success for EMEA. You’ll report directly to the Global Head of Customer Success and lead a team of Customer Success Managers managing ~£5M in revenue.

You’ll focus on customer retention (targeting 90%+), mentor and coach CSMs, and support their career development. You will help maintain a team culture that is motivated, empowered, and aligned with our values of transparency, empathy, and commercial impact.

You’ll also work closely with Sales to drive upsells and expansion, own headcount planning and forecasting, and lead process improvement initiatives.

This is more than a leadership role—it’s your chance to own a region, mentor a talented team, and directly influence our commercial success.

🚀 What You’ll Lead

• Team & Performance Leadership - Coach and empower a team of 4 high-performing CSMs, ensuring alignment to goals, values, and career growth.
• Revenue & Retention Ownership - Manage a ~£5M revenue book, with clear accountability for customer health and 90%+ retention.
• Strategic Growth - Partner with Sales to uncover upsell opportunities and fuel NRR through customer impact and advocacy.
• Customer Voice & Advisory Boards - Champion customer feedback, lead regional CABs, and build a community of brand ambassadors.
• Process Innovation - Refine playbooks, drive CS tooling improvements, and lead regional initiatives that scale success.
• Cross-Functional Influence - Collaborate with Product, Marketing, Finance, and Design to translate customer insights into company action.

✅ What You Bring

• Leadership Experience - 2–3 years managing a CS team with clear performance outcomes; 5+ years in CS, SaaS, or tech
• Commercial Acumen - Proven success hitting retention, upsell, and NRR targets
• Customer Obsession - Deep belief in delivering exceptional, measurable value
• Industry Savvy - Experience in hospitality, travel tech, or SaaS a strong plus
• Analytical & Strategic - Strong with data, and even stronger at turning it into insight
• Bilingual/Multilingual - English required; Spanish or Portuguese highly valued

🌟 Why Join Triptease as a Marketing Professional?

Be part of a bold and ambitious marketing team that’s driving innovation at the intersection of travel and technology. At Triptease, we don’t just follow trends — we set them. You’ll work on high-impact, creative campaigns, bring new ideas to life, and help shape the way hotels connect with guests around the world.

• 💡 Creative Freedom & Ownership
• 🚀 Growth-Focused Culture
• 🧠 Smart, Collaborative Environment
• 🌍 Global Reach with Local Agility
• 📈 Data-Driven Marketing .

🎁 Perks & Benefits

• Paid vacation (increasing with tenure)
• Work from anywhere: 4 weeks abroad annually (within a ±3 hour time zone)
• Monthly wellness budget – use it for gym, therapy, massages, or whatever keeps you at your best
• Learning allowance – invest in your growth with £250/year
• Enhanced maternity & paternity leave
• Lunch & WFH allowances
• Life Event Leave – for moments that matter
• Volunteering day to give back
• Quarterly socials and a fun, inclusive culture
• Hybrid or remote work options
• Sabbaticals from year three onwards

We set big goals and move fast — but we support each other every step of the way. If you’re a marketing pro who thrives on experimentation, creativity, and impact, we’d love to hear from you.

No external agency support required for this role.

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