Customer Success Executive - SMB Team (APAC)

PLEASE NOTE: This role can be based in Singapore, Malaysia or Indonesia (Remote). We are seeking a professional who currently resides in one of those locations.

We're looking for a strategic, commercially-minded Customer Success Executive to join our SMB team in APAC. You'll own a book of small and medium-sized hotel clients — primarily across APAC but with exposure to customers in other regions — guiding them from trial through to long-term partnership.

This isn't a ticket-taking role. You'll be responsible for helping hoteliers hit the commercial goals that matter to them — direct bookings, conversion, revenue — and for spotting the moments where Triptease can do more for them. You'll run at scale, which means automation and AI aren't optional extras; they're how the job gets done well.

Key Responsibilities

• Trial Conversion & Onboarding: Own the customer experience through the critical 3-month trial period. Set clear success criteria with each client, drive product adoption and performance against those criteria, and convert trials into full-term contracts. Continuously refine the onboarding playbook so new hotels see value faster, with less manual effort from you.
• Strategic Account Management: Act as the trusted advisor for your book of SMB hotels. Understand each client's commercial goals (direct booking revenue, conversion rate, parity position, channel mix) and build a point of view on how Triptease helps them get there. Lead performance check-ins, business reviews, and training sessions that tie product usage to business outcomes.
• Retention & Renewals: Drive high retention across the SMB base by demonstrating measurable value. Identify churn risk early, handle objections head-on, and work with Product and internal stakeholders to resolve blockers before they become exits.
• Expansion & Upsell: Spot upsell and cross-sell opportunities within your book — additional products, expanded ad spend, new properties. Partner with Sales where needed to land expansion deals and grow net revenue retention across the segment.
• AI & Automation in Your Workflow: Apply the "Automate Everything" mindset (below) to your own work and to the SMB playbook. Use AI tools to scale your impact — summarising performance, drafting communications, triaging at-risk accounts — so you spend more time on the strategic work only a human can do.
• Cross-Functional Collaboration: Work closely with Product, Marketing, and Sales to feed back customer insights, shape the SMB experience, and launch one-to-many campaigns. Report on client performance, trial conversion, retention, and expansion to senior management.
• Data Hygiene: Maintain accurate, up-to-date records across Vitally, Salesforce, and other CS systems so the wider business can rely on your data.