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