TripBooka.com
Customer Success Manager
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TripBooka.com is building the platform that helps independent travel advisors compete with the biggest names in travel.
For too long, independent advisors have relied on word of mouth, social media and fragmented tools to grow their businesses, while large online travel companies have dominated through technology and marketing spend. We believe travellers deserve more choice, better service and holidays designed by real experts who genuinely care about their clients.
TripBooka gives independent travel advisors the technology to attract new customers, manage bookings, build lasting client relationships and grow their businesses, all from one platform.
We're still at the beginning of our journey, making this an exciting opportunity to join an ambitious startup and help shape the future of independent travel.
Role Description
We're looking for our first Customer Success Manager to join TripBooka.
As one of our earliest customer-facing hires, you'll play a pivotal role in helping independent travel advisors succeed on the platform while helping us build a world-class Customer Success function from the ground up.
You'll own the customer journey from onboarding through ongoing engagement, ensuring advisors quickly realise value from TripBooka and continue to grow their businesses with us. You'll become a trusted partner to our customers, proactively supporting them, gathering feedback and working closely with our Product and Engineering teams to continually improve the platform.
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This is a full-time role based in Newcastle upon Tyne with flexibility for hybrid working.
Responsibilities
- Onboard and train new travel advisors, helping them get the most from TripBooka from day one.
- Build trusted relationships with advisors and become their primary point of contact.
- Proactively monitor customer engagement, identify opportunities to improve adoption and help customers achieve their business goals.
- Deliver product demonstrations, onboarding sessions and customer education.
- Respond to customer enquiries and resolve issues with empathy and urgency.
- Gather customer feedback and work closely with Product and Engineering to shape future platform improvements.
- Develop onboarding resources, knowledge articles and best practice guides.
- Track customer success metrics, identify retention risks and recommend actions to improve customer outcomes.
- Help build the processes, playbooks and customer experience that will support TripBooka as we grow.
Qualifications
- Experience in Customer Success, Account Management, Customer Support or another customer-facing role.
- Exceptional communication and relationship-building skills with a genuine passion for helping customers succeed.
- Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
- Excellent problem-solving skills and a proactive approach to customer challenges.
- Comfortable analysing customer feedback and usage data to identify trends and opportunities.
- Ability to collaborate effectively with Product, Engineering and Marketing teams.
- Experience within the travel industry or a SaaS business is advantageous but not essential.
- A self-starter who enjoys taking ownership, learns quickly and wants to help build something from the ground up.
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Why Apply?
- Be TripBooka's first Customer Success Manager and build the Customer Success function from the ground up.
- Work directly with the founders and help shape both the customer experience and the future direction of the platform.
- Play a key role in helping independent travel advisors grow their businesses and succeed online.
- Influence the product roadmap by bringing the voice of the customer into every stage of development.
- Join an ambitious startup that's transforming how travellers discover and book holidays through independent travel advisors.
- Competitive salary, equity package and the opportunity to grow your career as TripBooka scales.
If you're looking for an opportunity to make a genuine impact in a fast-growing technology startup, where your ideas matter and you'll help shape both the customer experience and the future of Customer Success, we'd love to hear from you.
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