Customer Success Manager - APAC

This role is a remote role to be based in Thailand.

Join Triptease — a high-growth SaaS company reshaping the future of hotel distribution. We help hoteliers take back control from OTAs by equipping them with the tools to grow direct bookings, protect margins, and strengthen guest loyalty.

Our platform combines proprietary hotel data, AI-driven marketing tools, and advanced pricing intelligence to give hoteliers an edge. With over £1 billion in direct revenue driven for clients annually and a global presence, this is your chance to be part of something big.

Ready to accelerate your career in Customer Success while making a real difference in the travel industry?

We’re looking for a smart, driven and customer-obsessed individual to join our global CS team as a Customer Success Manager overseeing a group of our Mid Market accounts. This is a fantastic opportunity for someone with 2–3 years of experience who’s ready to take the next step, own relationships, and grow fast with a supportive team around them.

• Own Your Portfolio — Manage ~25–35 hotel accounts. You’ll be their go-to advisor, ensuring they’re successful on the platform, achieving their goals, and sticking around long term.

• Be Their Strategic Partner — Go beyond support. You’ll help hoteliers improve their digital guest experience, boost direct bookings, and maximize revenue. Think of yourself as a consultant, not just a CSM.

• Drive Impact with Data — Turn insights into action. Use our platform data to show the value your hotels are getting, and help them do more with it.

• Grow and Renew Your Accounts — Own the commercial arc of every relationship. You’ll convert trials into long-term contracts by making sure clients actually hit the expectations set at kick‑off, uncover expansion opportunities as their needs grow (additional products, new properties, etc.), and lead renewal conversations and negotiations when the time comes. Retention and growth in your portfolio are yours to drive.

• Build Real Relationships — You’ll work with everyone from hotel marketing managers to GMs, and with our internal teams (Product, Sales, Engineering) to make sure your clients get what they need.

• Level Up Their Success (and Yours) — Share best practices, lead training, gather feedback, and advocate for your hotels internally. We’re big believers in customer‑led growth.

• Represent & Inspire — Encourage happy clients to become advocates at events, webinars, and in our hotelier community. Represent Triptease and your clients proudly.

• Experience:
  
  2–3 years in Customer Success, Account Management, or a similar client‑facing role, ideally within B2B SaaS. You’ve owned a portfolio, grown that book of business and been accountable for whether those customers renewed.

• Language:
  Native‑level proficiency in English and Thai (written and spoken) is essential. You must be able to communicate commercial and technical nuance clearly, and hold a confident conversation with a hotel’s commercial leadership.

• The “Automate Everything” Mindset:
  You are obsessed with efficiency and hate doing the same manual task twice. You approach work with this logic:

  • First time:
    You solve it and wonder if it will happen again.
  • Second time:
    You build a template or tool to automate the majority of the task.
  • Third time:
    You actively work to automate the process from start to finish so you never have to do it manually again.

• In practice, this means the CSM who builds a reusable reporting template will always beat the one who rebuilds the same deck 30 times a quarter. We give you AI tools and the freedom to use them — we expect you to.

• Commercial Ownership:
  You’re comfortable owning renewal conversations, spotting risk early, and identifying growth opportunities…