Customer Success Representative re - engaging and retaining Prophix customers using its financial performance platform. Driving renewals, adoption, and account expansion across a SaaS portfolio.
About the role
- Customer Success Manager leading onboarding, service delivery, and performance reviews for North American clients of Tripstack’s B2B flight technology platform.
Responsibilities
- Lead and manage the complete onboarding journey for new customers
- Coordinate internal project delivery teams to deliver, configure, and implement customer requirements accurately and on time
- Manage day-to-day operations throughout customer onboarding
- Serve as the main point of contact for customers after they go live in production
- Act as a point of escalation for client issues and collaborate with technical, product support, and internal teams on resolutions
- Advocate for customer needs internally while managing expectations
- Maintain detailed project plans for each new customer onboarding
- Coordinate internal and external meetings, including scheduling, agendas, follow-up notes, and action items
- Highlight product features for development and help shape the B2B product roadmap
- Coordinate internal resources for onboarding and ongoing service delivery
- Monitor customer KPIs to identify risks and opportunities
- Prepare monthly performance overviews and quarterly business reviews
- Analyze client data and present insights demonstrating partnership value and ROI
- Identify mutual growth opportunities and present them to internal stakeholders
- Facilitate introductions to the sales team when clients express interest in expansion, without owning negotiation or closing
Requirements
- 3-5+ years of experience in Customer Success, Relationship Management, Account Management, or Project Management
- SaaS or B2B experience strongly preferred
- Customer-first mindset with relationships based on trust, empathy, and value
- Exceptional organizational and project management skills
- Ability to manage multiple competing priorities
- Strong analytical skills and ability to use data to communicate value and performance
- Excellent communication, presentation, and interpersonal skills
- Confidence leading meetings with stakeholders at all levels, including executives
- Experience using Customer Success platforms and CRM software is an asset
- Background in technical implementation, onboarding, or client training is an asset
- Experience in the flight industry (OTAs, airlines) or Fintech is a significant plus
Benefits
- Opportunity to work with a young, dynamic, and growing team composed of high-caliber professionals
- Diversity, equity, and inclusion commitment
- Safe, healthy, and accessible work environment
- Recruitment accommodations available upon request
- Full-time position
- Base pay excludes bonus and other benefits
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