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