tripstack

About the Company

Tripstack is a B2B Flights as a Service Provider and the gateway into Etraveli Group’s world leading tech platform - giving partners access to global flight content, virtual interlining, and a full suite of services including payment, fraud prevention, pricing, and customer support. As a world leader in virtual interlining technology, Tripstack connects non-partner, low-cost and full-service carriers, enabling the creation of unique and flexible itineraries through a simple, cost-effective API. Headquartered in Toronto, Tripstack is part of Etraveli Group, a world-leading flight technology platform serving over 40 million travelers annually across 75 markets. For more information, visit: www.tripstack.com www.etraveligroup.com

Listed Jobs

Company Name

tripstack

Job Title

Customer Success Manager, Client Services & Onboarding

Job Description

Job title: Customer Success Manager, Client Services & Onboarding Role Summary: Lead the post‑sale lifecycle for B2B flight tech clients, ensuring successful onboarding, implementation, and ongoing support. Serve as the main touchpoint for client issues, advocate internally, and drive client health and retention to enable revenue growth. Expactations: - Deliver a smooth transition from sales to operation for new customers. - Maintain strong client relationships and be accountable for client satisfaction and retention. - Collaborate with sales to identify upsell opportunities, but refrain from closing deals. - Meet monthly and quarterly business review metrics and SLA commitments. Key Responsibilities: - Manage the complete onboarding journey, coordinating technical, product, and service teams. - Serve as escalation point; resolve issues promptly with cross‑functional support. - Maintain detailed project plans and agendas for all client meetings. - Serve as the “voice of the customer” to inform roadmap and feature development. - Monitor customer KPIs, proactively address risks, and identify growth opportunities. - Prepare internal business reviews and present data‑driven insights on ROI and value. - Coordinate delivery of ongoing services and ensure alignment with client expectations. Required Skills: - 3–5+ years in Customer Success, Account Management, Relationship Management, or Project Management (SaaS/B2B preferred). - Strong customer‑first mindset; adept at building trust, empathy, and value‑based relationships. - Exceptional organizational and project management abilities; multitasking across priorities. - Data‑analysis proficiency; ability to translate metrics into actionable stories. - Excellent communication, presentation, and stakeholder‑management skills, including executive level engagement. - Proficiency with Customer Success platforms and CRM software. Required Education & Certifications: - Bachelor’s degree in Business, Management, or a related field. - Relevant certifications (e.g., CSIM, CPSM, PMP) are advantageous but not mandatory. Preferred: - Technical implementation or client training background. - Experience in the flight industry or travel technology.

Toronto, Canada

Hybrid

25-11-2025