Customer Success Lead
🎯 Who is Trybe?
Trybe is a startup that provides modern cloud-based software to clients in the hotel spa and wellness
industries. We are on a mission to revolutionise their guest and back-of-house operational experiences. We’re
a high performing, energetic team, looking for like-minded, talented individuals who want to embrace the
start-up culture and work as a team as we continue to grow and take on new heights. It’s a little corny, but we
really are a Tribe! We were founded in 2020 and are proud to list a number of leading spa and leisure
operators across the World onboard with Trybe.
📢Are you a customer-focused self driven Customer Success Lead eager to drive client satisfaction and
engagement in a fast-growing tech company?
🌟Who you are
If you’re passionate about assisting and supporting users and want to join a rapidly growing startup, we want
to hear from you!
●You have experience managing a team of CSMs
●You’re a natural problem-solver with excellent communication skills, able to clearly explain complex
concepts to non-technical audiences in a relatable and helpful way.
●You take ownership of your work and pride in building meaningful, long-term relationships, motivated
by helping customers succeed and grow with the product.
●You're proactive and customer-obsessed, always looking for ways to deliver exceptional support and
strengthen our reputation as a trusted, industry-leading partner.
●You’ve had experience leading operational projects within/for a business
●Flexible working hours to meet with clients across different time zones
●[Nice to have] You’ve worked with a booking system. Preferably Trybe.
📕 What the role involves
●Own and nurture client relationships by becoming a trusted partner, deeply understanding their
business goals, operations, and challenges to ensure high satisfaction and long-term engagement.
●Drive product adoption and usage by identifying training needs, promoting best practices, and
proactively guiding clients through their journey with our platform.
●Develop and deliver creative communication strategies that keep clients informed, engaged, and
excited about new features, updates, and opportunities.
●Identify and assist on upsell and expansion opportunities by analyzing client workflows and growth
plans, working closely with Sales to align solutions with their evolving needs.
●Act as the voice of the customer by gathering and synthesizing product feedback, and collaborating
with the Product team to influence roadmap decisions and enhance the client experience.
●Implement and monitor client health and success metrics, maintain up-to-date records in our CRM,
and work cross-functionally to mitigate churn risk and support ongoing client success.
●Hire and develop a team of CSMs
✨ Trybe Benefits
●Vitality private health insurance
●Hybrid role; Mon-Wed in the office / Thurs-Fri remote working
●Weekly team lunch & quarterly team parties
●26 days annual leave plus bank holidays
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