PLEASE NOTE: This role can be based in Singapore, Malaysia or Indonesia (Remote). We are seeking a professional who currently resides in one of those locations. We're looking for a strategic, commercially-minded Customer Success Executive to join our SMB team in APAC. You'll own a book of small and medium-sized hotel clients — primarily across APAC but with exposure to customers in other regions — guiding them from trial through to long-term partnership. This isn't a ticket-taking role. You'll be responsible for helping hoteliers hit the commercial goals that matter to them — direct bookings, conversion, revenue — and for spotting the moments where Triptease can do more for them. You'll run at scale, which means automation and AI aren't optional extras; they're how the job gets done well. Key Responsibilities - Trial Conversion & Onboarding: Own the customer experience through the critical 3-month trial period. Set clear success criteria with each client, drive product adoption and performance against those criteria, and convert trials into full-term contracts. Continuously refine the onboarding playbook so new hotels see value faster, with less manual effort from you. - Strategic Account Management: Act as the trusted advisor for your book of SMB hotels. Understand each client's commercial goals (direct booking revenue, conversion rate, parity position, channel mix) and build a point of view on how Triptease helps them get there. Lead performance check-ins, business reviews, and training sessions that tie product usage to business outcomes. - Retention & Renewals: Drive high retention across the SMB base by demonstrating measurable value. Identify churn risk early, handle objections head-on, and work with Product and internal stakeholders to resolve blockers before they become exits. - Expansion & Upsell: Spot upsell and cross-sell opportunities within your book — additional products, expanded ad spend, new properties. Partner with Sales where needed to land expansion deals and grow net revenue retention across the segment. - AI & Automation in Your Workflow: Apply the "Automate Everything" mindset (below) to your own work and to the SMB playbook. Use AI tools to scale your impact — summarising performance, drafting communications, triaging at-risk accounts — so you spend more time on the strategic work only a human can do. - Cross-Functional Collaboration: Work closely with Product, Marketing, and Sales to feed back customer insights, shape the SMB experience, and launch one-to-many campaigns. Report on client performance, trial conversion, retention, and expansion to senior management. - Data Hygiene: Maintain accurate, up-to-date records across Vitally, Salesforce, and other CS systems so the wider business can rely on your data.

• Successfully and effectively manage customer accounts to drive adoption of technology, fall prevention culture and fall reduction interventions, leading to contract conversions, renewals, expansions, and high opt-in rates across account portfolio • Effectively communicate with various levels of stakeholders within an account serving as the main point of contact between SafelyYou and community locations • Support communities throughout pilot period, coordinating and leading weekly fall huddles, discussing opt-in/consent strategies, creating user accounts, performing clinical review of fall events and providing technical platform support • Cultivate a confident and engaged community partnership to drive retention and growth by demonstrating value in the technology and expertise in fall management • Onsite community support for training, engagement in platform use, and improving fall response outcomes per customer needs • Developing and refining customer-facing training materials, answering questions, and troubleshooting technology, serving as the primary conduit for communication of customer suggestions, systems issues and future product growth • Collaborate and create various SafelyYou materials to support fall programs for customers and marketing support • Effectively conduct zoom training sessions for community marketing/sales departments, family info sessions as well as staff training of system platform • Professionally represent SY to the healthcare industry and other business partners through zoom webinars, conferences, and corporate meetings • Foster customers/accounts that can further support the growth of SY through shared publications, media content, co-presenting at conferences, or as a business reference (e.g. testimonials, case studies)

• Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels. • Responsible for addressing and managing customers' health cases assigned to them. • Respond to customer inquiries and requests within the Success scope, providing timely and effective solutions. • Conduct enablement sessions, product demos, and escalation calls with customers to drive adoption and address challenges. • Manage customer escalations and collaborate cross-functionally to resolve issues and ensure customer satisfaction. • Utilize data-driven insights to understand customer needs and preferences, advocating for their interests within the organization. • Identify opportunities for improvement and scalability in customer success processes, contributing ideas and solutions to enhance customer health. • Lead and participate in cross-functional projects aimed at improving customer engagement and satisfaction. • Act as the primary point of contact for internal teams, addressing and prioritizing requests from Sales, Support, and other departments. • Collaborate with the Sales team to ensure customer retention, particularly in churn-risk situations. • Collaborate with Treasury on payment collection for late-paying customers. • Work closely with Product, Sales, Support, and Marketing teams to ensure customers receive comprehensive support and maximize the value of our platform. • Stay abreast of product updates and industry trends, continuously enhancing your skills and knowledge to better serve our customers.

Kariera w Booksy oznacza bycie częścią globalnego zespołu, który koncentruje się na pomaganiu ludziom na całym świecie czuć się świetnie każdego dnia. Od wspierania przedsiębiorców w budowaniu udanych biznesów, po pomoc ich klientom w organizowaniu chwil dla siebie – naszą misją jest pomaganie ludziom w rozwijaniu się i fantastycznym samopoczuciu. Praca w dynamicznie zmieniającym się środowisku scale-up, gdzie panuje pewien chaos, a zasoby są ograniczone, nie jest dla każdego.  Jeśli lubisz jasne ścieżki kariery i gotowe rozwiązania, to pewnie nie będziemy idealnym miejscem dla Ciebie. Ale jeśli cenisz sobie kreatywność, elastyczność i możliwość realnego wpływu – pokochasz pracę w Booksy! W związku z rosnącą skalą i złożonością naszego biznesu, poszukujemy osoby na stanowisko Customer Success Retention Advisor (m/f/d/). Wynagrodzenie podstawowe (Umowa o Pracę): 5400 zł brutto/mies. oraz premia miesięczna (średnia miesięczna premia wypłacana w roku 2025 na stanowisku CS Retention Advisor wynosiła 1700 zł brutto). Twoje zadania: - Wykonujesz kontakty telefoniczne do salonów w celu przekonania do wycofania rezygnacji z usług Booksy lub zapobiegnięcia rezygnacji - Aktywizujesz salony tak, aby ich profile Booksy, zachęcały klientów do rezerwacji jak największej liczby wizyt online - Udzielasz salonom informacji o sposobie działania oraz funkcjonalności Booksy dla Biznesu oraz Booksy dla Klientów - Udzielasz salonom informacji na temat subskrypcji, faktur i płatności - Proponujesz rozwiązania dostosowane do potrzeb salonów w zakresie możliwym do dostarczenia przez Booksy