Customer Success Director - EMEA - Remote

Overview

As a Customer Success Director for EMEA at Triptease, you will lead a team focused on customer retention and revenue management while driving strategic growth and process improvements.

In Short

• Lead a team of Customer Success Managers managing ~£5M in revenue.
• Focus on achieving a customer retention rate of 90%+.
• Mentor and coach team members for career development.
• Collaborate with Sales to identify upsell opportunities.
• Champion customer feedback and build community engagement.
• Drive process improvements and refine operational playbooks.
• Work cross-functionally with Product, Marketing, Finance, and Design.
• Own headcount planning and forecasting responsibilities.
• Influence commercial success through strategic leadership.
• Embody the company values of transparency, empathy, and commercial impact.

Requirements

• Proven experience in customer success leadership roles.
• Strong understanding of SaaS business models.
• Excellent coaching and mentoring skills.
• Ability to drive strategic initiatives and process improvements.
• Experience in revenue management and customer retention strategies.
• Strong collaboration skills with cross-functional teams.
• Data-driven mindset with a focus on customer outcomes.
• Ability to thrive in a high-growth, fast-paced environment.
• Fluent in English; additional languages are a plus.
• Strong leadership and communication skills.

Benefits

• Opportunity to lead a high-impact team in a growing tech company.
• Autonomy and ownership over your work and team.
• Supportive company culture focused on personal and professional growth.
• Competitive salary and performance-based incentives.
• Flexible working arrangements, including remote work options.
• Access to professional development resources.
• Collaborative and innovative work environment.
• Engagement with a passionate team dedicated to customer success.
• Opportunity to make a significant impact in the hotel industry.
• Work in a diverse and inclusive team.