Tourwriter

About the Company

Tourwriter is built for the best, not for everyone. End-to-end software for luxury and bespoke tour operators and DMCs who deliver complex, multi-destination itineraries. Quote faster without sacrificing detail. Keep suppliers, pricing, and itineraries in one place. Send living itineraries and proposals, not dead PDFs. Track the full journey from quote to departure. Process invoices and payments with two-way accounting syncs. Tour operators using Tourwriter reduce itinerary and quote creation time by 70% while eliminating the pricing errors and version confusion that damage client trust. Connects with Xero (accounting), Stripe (payments), Axus and Vamoos (traveller apps), Google Maps, and WordPress.

Listed Jobs

Company Name

Tourwriter

Job Title

Customer Success Executive

Job Description

Job title Customer Success Executive Role Summary Lead day‑to‑day success for key European accounts, ensuring high adoption, retention (target >95%) and satisfaction (NPS). Own onboarding, health monitoring, data hygiene, and advocacy across the organization. Expectations - Deliver exceptional customer experience aligned with growth strategy. - Maintain >95 % monthly retention, drive NPS participation, and identify upsell/retention risks. - Serve as the primary contact for assigned accounts, building trust and reporting on health metrics. - Collaborate with Sales, Marketing and Product to elevate customer stories, referrals and product improvements. Key Responsibilities • Onboard and implement new customers, creating training materials and resolving technical issues. • Monitor usage dashboards, classify health, and intervene on at‑risk accounts. • Respond to support inquiries via email, chat and phone, ensuring timely resolution. • Record accurate data in CRM; maintain clean, actionable contact and usage records. • Partner with Sales on active deals, providing product expertise and closing support. • Capture and prioritize customer feedback for product roadmap; act as internal customer advocate. • Develop and publish case studies, testimonials and NPS surveys. Required Skills - Proven experience (3+ years) in SaaS customer success/operations. - Strong understanding of CRM platforms (Salesforce, HubSpot, or equivalent). - Excellent communication and relationship‑building skills. - Data‑driven mindset: ability to interpret usage metrics and translate into actions. - Problem‑solving, troubleshooting and escalation management. - Collaboration with cross‑functional teams (Sales, Marketing, Product, Development). Required Education & Certifications - Bachelor’s degree in Business Administration, Marketing or related field. - Optional/advantage: Customer Success Certified (CSCD), Certified Customer Experience Professional (ICXP) or similar. This profile is concise, ATS‑friendly and globally neutral.

London, United kingdom

Hybrid

22-01-2026