Customer Success Manager

About Tripstack

Tripstack is a B2B Flights as a Service Provider and the gateway into Etraveli Group's world leading tech platform - giving partners access to global flight content, virtual interlining, and a full suite of services including payment, fraud prevention, pricing, and customer support. As a world leader in virtual interlining technology, Tripstack connects non-partner, low-cost and full-service carriers, enabling the creation of unique and flexible itineraries through a simple, cost-effective API. Headquartered in Toronto, Tripstack is part of Etraveli Group, a world-leading flight technology platform serving over 40 million travelers annually across 75 markets.

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The Role

We are seeking a customer-centric Customer Success Manager with superior organizational and communication skills to join our growing team. This role is not a traditional sales position; its primary focus is on the post-sale customer journey.

Your primary mission is to ensure our clients achieve their desired outcomes and realize the full value of our partnership.  You will manage the post-sale operational lifecycle, focusing strictly on the internal processes for customer onboarding, implementation, and ongoing support. You will ensure all requirements are delivered, working in parallel with Account Managers who own the strategic growth and long-term success of the account.

Your success will be measured by client health, retention, and the ability to grow partner revenues as a direct result of the value you help clients achieve.

1. Customer Onboarding & Implementation

• Lead and manage the complete onboarding journey for new customers, ensuring a smooth transition from the sales process.
• Coordinate with internal technical, product, and service teams to ensure all customer requirements are delivered, configured, and implemented accurately and on time.

2. Client Relationship & Service Delivery

• Serve as a point of escalation for client issues, ensuring swift resolution by collaborating with technical and product support or other internal teams as required.
• Act as the "voice of the customer" internally, advocating for their needs while managing expectations.
• Keep a detailed project plan for the onboarding of all new customers
• Efficiently coordinate all internal and external meetings, including scheduling, setting agendas, and distributing follow-up notes and action items.

• Highlight product features to be developed to help shape the B2B product roadmap

• Service the the key point of contact internally and coordinate the required resources to on-board and deliver on-going services to the customer

3. Strategic Performance Reviews

• Monitor customer KPIs to proactively identify and address any risks or opportunities.
• Prepare regular internal business reviews (e.g., monthly performance overviews, quarterly check-ins) with key stakeholders.
• Analyze client data and present clear insights to demonstrate the value and ROI they are receiving from the partnership.
• Identify opportunities for mutual growth by deeply understanding the client's needs and present to internal stakeholders

Note: You will facilitate introductions to the appropriate sales team when a client expresses interest in expansion, but you will not be responsible for negotiation or closing new sales.

Required:

• 3-5+ years of experience in Customer Success, Relationship Management, Account Management, or Project Management (SaaS or B2B experience is strongly preferred).
• A verifiable passion for a customer-first mindset. You build relationships based on trust, empathy, and value.
• Exceptional organizational and project management skills, with a proven ability to manage multiple competing priorities.
• Strong analytical skills; you are comfortable with data and can use it to tell a compelling story about value and performance.
• Excellent communication, presentation, and interpersonal skills, with the confidence to lead meetings with stakeholders at all levels, including executives.

Preferred:

• Experience using Customer Success platforms and CRM software.
• A background in technical implementation, onboarding, or client training.
• Experience in the flight industry is a significant plus.

We offer an opportunity to work with a dynamic growing team of composed of high-caliber professionals. We value professionalism and promote a culture where individuals are encouraged to do more and be more. If you feel you share our passion for excellence, and growth, then look no further. We have an ambitious mission, and we need a world-class team to make it a reality. Upgrade to a First Class team

At TripStack, we proudly believe in embracing diversity. This is true for our team, clients, communities and stakeholders. We are an equal opportunity employer and committed to creating a safe, healthy and accessible environment. We encourage applications regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other grounds protected by law. Please let us know if you need any accommodations during any part of the recruitment process.

TripStack thanks all applicants for their interest, however only those selected to continue in the process will be contacted.