Customer Success Executive - SMB Team (APAC)

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 land expansion deals and grow net revenue retention across the segment.
• AI & Automation in Your Workflow: Apply the "Automate Everything" mindset (below) 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.
• Cross-Functional 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.
• Data Hygiene: Maintain accurate, up-to-date records across Vitally, Salesforce, and other CS systems so the wider business can rely on your data.

Requirements

• 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.
• Commercial Instinct: You think about customer success in terms of business outcomes — revenue, conversion, retention — not just usage or sentiment. You're comfortable reading performance data and translating it into a conversation a GM or Revenue Manager cares about.
• Experience: 2+ years in Customer Success, Account Management, or a similar client-facing role, ideally in B2B SaaS. Experience managing SMB books at scale (high account count, recurring automated touchpoints) is a strong plus.
• Language: Native-level proficiency in English (written and spoken) is essential — you'll be working with hotels across multiple regions and communicating nuanced commercial topics.
• AI Adopter: You're already using AI tools in your day-to-day work and you're curious about what's next. You see AI as a force multiplier, not a threat.
• Tooling: Comfort working with modern CS and BI tools — Salesforce, Vitally, Looker, or equivalents. You don't need to be a data analyst, but you should know your way around a dashboard.
• Communication: Strong written and verbal communication skills — you can run a video training session, write a tight renewal email, and flag risk to leadership without burying the lede.
• Adaptability: You thrive in a fast-paced environment where product, process, and priorities evolve.

Nice-to-Haves

• 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.

Benefits

We're a well looked after bunch, with excellent benefits (vary by location):

• A competitive salary, bonus plan, and meaningful equity.
• Regular career development reviews — we reward great work.
• A self-development allowance to spend on what you want.
• Fun events for Tripteasers.

Something important to you that's not on this list? Talk to us!

Our Commitment to Diversity We're a diverse group of people and we want to continue to attract and retain a diverse range of people into our organisation. We're committed to an inclusive and diverse Triptease! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.