Triptease

Customer Success Manager

• Manage approximately 25–35 hotel accounts as the primary advisor
• Ensure clients succeed on the platform, achieve their goals, and remain long term
• Help hoteliers improve digital guest experience, increase direct bookings, and maximize revenue
• Use platform data to demonstrate value and recommend actions
• Convert trials into long-term contracts
• Identify expansion opportunities, including additional products and properties
• Lead renewal conversations and negotiations
• Drive retention and growth across the account portfolio
• Build relationships with hotel marketing managers, general managers, and internal Product, Sales, and Engineering teams
• Share best practices and lead training
• Gather customer feedback and advocate internally for hotels
• Encourage clients to become advocates through events, webinars, and the hotelier community
• Represent Triptease and its clients

Human Resources

• Run the entire People function with a direct line to the CEO
• Extract and submit payroll data from HiBob to Finance for the UK, Spain, Portugal, USA and Singapore
• Review and approve payroll reports for accuracy and compliance with local employment law, including Spanish payroll requirements
• Maintain HiBob as the core HR system, including salary, job title and employee record updates
• Manage EOR and contractor arrangements through Deel and align Deel and HiBob data
• Monitor employment law changes across operating countries and communicate updates to managers
• Liaise with the PEO provider on employment queries
• Act as the first escalation point for managers on day-to-day employee issues
• Manage employee relations cases, including grievances, sickness, maternity/paternity leave and flexible working requests
• Manage return-to-work processes following sickness absence
• Run regular 1:1s with managers regarding team wellbeing
• Coach managers through performance improvement plans
• Conduct exit interviews
• Administer the benefits platform and approve ThanksBen reimbursements
• Approve employee and contractor invoices
• Design and deliver the annual company-wide engagement survey and department workshops
• Plan culture initiatives, quarterly events and the annual company getaway
• Build and deliver the quarterly Townhall slide deck and report people matters at SMT meetings
• Run quarterly performance review cycles
• Manage office supplies, upkeep, repairs and facilities issues
• Introduce AI-enabled tools and processes to improve People operations

Customer Success Manager

HR Manager