Customer Success Manager (Client Services & Onboarding)

Responsibilities

• Lead end-to-end customer onboarding and implementation for new partners
• Coordinate with technical, product and service teams to deliver customer requirements on time
• Serve as point of escalation and drive timely issue resolution with internal teams
• Act as the voice of the customer internally and manage stakeholder expectations
• Maintain detailed onboarding project plans; run and document meetings, agendas and action items
• Monitor customer KPIs, prepare regular performance reviews and present insights to stakeholders
• Identify risks and opportunities; surface product feature requests to influence the B2B roadmap
• Facilitate introductions to sales for expansion opportunities (handoff only)

Requirements

• 3-5+ years experience
• Customer Success
• Account Management
• Project Management
• SaaS Experience
• Analytical Skills
• Executive Communication

Preferred Qualifications

• Customer Success platforms
• CRM experience
• Technical implementation
• Client training
• Flight industry experience

Benefits

• Opportunity to work with a fast-growing, high-calibre international team
• Professional growth and exposure to B2B flight technology and global partnerships
• Inclusive, diversity-focused and equal opportunity workplace

About the Company

Tripstack is a B2B Flights-as-a-Service provider within Etraveli Group. It connects global flight content, virtual interlining and a suite of services (payments, fraud prevention, pricing and support) via a partner-facing API. Tripstack is part of Etraveli Group, a global flight technology platform serving millions of travelers and partnering with major travel players worldwide.