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