Customer Success Lead

🎯 Who is Trybe?Trybe is a startup that provides modern cloud-based software to clients in the hotel spa and wellnessindustries. We are on a mission to revolutionise their guest and back-of-house operational experiences. We'rea high performing, energetic team, looking for like-minded, talented individuals who want to embrace thestart-up culture and work as a team as we continue to grow and take on new heights. It's a little corny, but wereally are a Tribe! We were founded in 2020 and are proud to list a number of leading spa and leisureoperators across the World onboard with Trybe.📢Are you a customer-focused self driven Customer Success Lead eager to drive client satisfaction andengagement in a fast-growing tech company?🌟Who you areIf you're passionate about assisting and supporting users and want to join a rapidly growing startup, we wantto hear from you!You have experience managing a team of CSMsYou're a natural problem-solver with excellent communication skills, able to clearly explain complexconcepts to non-technical audiences in a relatable and helpful way.You take ownership of your work and pride in building meaningful, long-term relationships, motivatedby helping customers succeed and grow with the product.You're proactive and customer-obsessed, always looking for ways to deliver exceptional support andstrengthen our reputation as a trusted, industry-leading partner.You've had experience leading operational projects within/for a businessFlexible 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 involvesOwn and nurture client relationships by becoming a trusted partner, deeply understanding theirbusiness goals, operations, and challenges to ensure high satisfaction and long-term engagement.Drive product adoption and usage by identifying training needs, promoting best practices, andproactively guiding clients through their journey with our platform.Develop and deliver creative communication strategies that keep clients informed, engaged, andexcited about new features, updates, and opportunities.Identify and assist on upsell and expansion opportunities by analyzing client workflows and growthplans, 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 collaboratingwith 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 BenefitsVitality private health insuranceHybrid role; Mon-Wed in the office / Thurs-Fri remote workingWeekly team lunch & quarterly team parties26 days annual leave plus bank holidays