Customer Success Manager (Client Services & Onboarding)

Responsibilities

• Lead and manage the end-to-end onboarding journey for new B2B customers, ensuring smooth transition from sales to live operation
• Coordinate technical, product, and service teams to deliver, configure and implement customer requirements on schedule
• Serve as the escalation point for client issues and drive cross-functional resolution
• Act as the internal "voice of the customer", advocating for client needs and managing expectations
• Maintain detailed project plans and documentation for all onboarding activities
• Schedule and run internal and external meetings; prepare agendas, follow-ups and action items
• Monitor customer KPIs and health to identify risks and opportunities early
• Prepare regular performance overviews and business reviews (monthly/quarterly) to demonstrate value and ROI
• Identify and highlight product features or roadmap changes informed by customer feedback
• Facilitate introductions to sales/account teams for expansion opportunities (no negotiation/closing responsibility)

Requirements

• 3-5+ years experience
• Customer-first mindset
• Project management
• Data analysis
• Executive communication
• SaaS / B2B experience

Preferred Qualifications

• Experience with Customer Success platforms and CRM systems
• Background in technical implementation, onboarding, or client training
• Experience in the travel / flight industry (significant plus)

Benefits

• Opportunity to work with a growing, high-calibre global team and a culture that values professionalism and growth
• Inclusive, equal-opportunity employer committed to diversity and accessibility; accommodations available during recruitment
• Collaborative environment where contributions help shape product roadmap and client outcomes

About the Company

Tripstack is a B2B "Flights as a Service" provider and gateway into Etraveli Group’s flight technology platform. Tripstack connects global flight content, virtual interlining and a suite of services (payments, fraud prevention, pricing and support) via a simple API, enabling partners to create flexible itineraries. Tripstack is part of Etraveli Group, a world-leading flight technology company serving millions of travelers across multiple markets with major offices globally.