Customer Success Manager

About Tripstack Founded in Toronto, Canada in 2016, Tripstack has been part of Etraveli Group since 2019. It is a B2B Flights as a Service provider and a world leader in virtual interlining. Operating from offices in Canada, India, and Poland, Tripstack is 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 payments, 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. Its technology ingest over 30B price points and handles over 240 million searches daily. Through partnerships with airlines, OTAs, and other distribution channels across the globe, Tripstack expands networks, drives new revenue streams, and offers more choice at competitive prices, all backed by robust technology and traveler protection. For more information, visit: www.tripstack.com www.etraveligroup.com The role We are seeking a customer-centric Customer Success Manager with strong organizational and communication skills to join our growing B2B team. This is not a sales role - the focus is the post-sale journey. Your mission is to ensure our clients in the APAC region achieve their desired outcomes and realize the full value of their partnership with us. You will manage the day-to-day operations for the duration of the customers onboarding, working closely with the Regional Directors for APAC and the Project Coordinator to build and execute the project delivery plan, and making sure every requirement is delivered on time and to standard. Once a customer is live in production, you will remain their main point of contact. You will represent the customer's needs and priorities in monthly and quarterly business reviews and in product planning ceremonies, making sure their voice shapes how our product and services evolve. You will work in parallel with Account Managers, who own the commercial relationship and long-term account growth to provide valuable insights and strategic planning support. Responsibilities Customer Onboarding & Implementation • Lead and manage the complete onboarding journey for new customers, ensuring a smooth transition from the sales process. • Coordinate with internal project delivery teams to ensure all customer requirements are delivered, configured, and implemented accurately and on time. 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 each 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 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. Requirements • 3-5+ years of experience in Customer Success, Relationship Management, Account Management, or Project Management (SaaS or B2B experience is strongly preferred). • Proficiency in both English and Chinese Mandarin is required for this role. Proficiency is Thai is an asset. • Must be willing to work hours that overlap with Canada timezone. • 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. Additional Experience That Would Be Considered An Asset • Experience using Customer Success platforms and CRM software. • A background in technical implementation, onboarding, or client training. • Experience in the flight industry [OTAs, airlines] or Fintech is a significant plus. Benefits We offer an opportunity to work with a young, dynamic, and a growing team 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, ge…