Customer Success Manager
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Job Description
Customer Success Manager guiding APAC B2B flight-platform customers through onboarding and production support. Tripstack connects airlines and travel businesses through virtual interlining technology.
Responsibilities:
- Lead and manage the complete onboarding journey for new customers
- Coordinate internal project delivery teams to deliver, configure, and implement customer requirements accurately and on time
- Manage day-to-day customer onboarding operations
- Serve as the main point of contact for customers after production launch
- Escalate and resolve client issues with technical, product support, and internal teams
- Act as the internal voice of the customer and manage expectations
- Maintain detailed onboarding project plans
- Coordinate internal and external meetings, agendas, follow-up notes, and action items
- Identify product features to help shape the B2B product roadmap
- Coordinate resources for onboarding and ongoing customer services
- Monitor customer KPIs and identify risks and opportunities
- Prepare monthly performance overviews and quarterly business reviews
- Analyze client data and present insights demonstrating partnership value and ROI
- Identify mutual growth opportunities and present them to internal stakeholders
- Facilitate introductions to sales teams for client expansion interest without owning negotiation or closing
Requirements:
- 3-5+ years of experience in Customer Success, Relationship Management, Account Management, or Project Management
- SaaS or B2B experience strongly preferred
- Proficiency in English and Chinese Mandarin required
- Thai proficiency is an asset
- Willingness to work hours overlapping with Canada timezone
- Customer-first mindset
- Exceptional organizational and project management skills
- Ability to manage multiple competing priorities
- Strong analytical skills and ability to use data to tell a compelling story about value and performance
- Excellent communication, presentation, and interpersonal skills
- Confidence leading meetings with stakeholders at all levels, including executives
- Experience using Customer Success platforms and CRM software is an asset
- Background in technical implementation, onboarding, or client training is an asset
- Flight industry or Fintech experience is a significant plus
Benefits:
- Opportunity to work with a young, dynamic, and growing team composed of high-caliber professionals
- Professional and growth-oriented culture
- Equal opportunity employer
- Safe, healthy, and accessible work environment
- Recruitment accommodations available upon request
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