Customer Success Associate

About Turpal:

Turpal is a Dubai-based, remote-first travel tech startup revolutionizing how travel companies offer services to their travelers. By leveraging Turpal's platform, travel companies—such as tour operators, travel agents, OTAs, and destination management companies—can enhance their revenue streams through direct sales and upselling while providing an elevated experience for their travelers.

Job Summary:

As a Customer Success Associate at Turpal, your primary objective is to maximize customer value and reduce churn by proactively managing B2B customer relationships. You will play a pivotal role in ensuring customer satisfaction, driving product usage, and helping clients realize the full potential of Turpal's offerings.

This role is ideal for someone looking to gain hands-on experience in customer success while contributing to operational efficiency.

Key Responsibilities:

• Proactively manage B2B customer accounts to enhance satisfaction, minimize churn, and expand usage of Turpal's products, thereby increasing the overall value delivered.
• Continuously monitor the health of customer accounts to identify and address potential issues before they escalate.
• Collaborate with sales, customer operations, and product teams to develop and execute account plans, Quarterly Business Reviews (QBRs), Return on Investment (ROI) analyses, and Success Plans aimed at growing customer accounts and mitigating risks.
• Act as the primary advocate for customers, capturing and relaying their challenges, use-cases, and feedback to relevant internal teams for continuous improvement.
• Organize and lead virtual training sessions to ensure customers are proficient with Turpal's systems. Create and maintain training materials in both English and Arabic.
• Work closely with the development team to incorporate client feedback into product enhancements, ensuring the platform evolves to meet customer needs.
• Stay informed on the latest product features and updates to effectively guide customers and provide solutions.

Requirements:

• 1-3 years of experience in a customer-facing role within B2B tech/SaaS (mandatory), ideally as customer success.
• Experience working remotely.
• Strong familiarity with CRM, customer success tools, or ticketing systems.
• Bachelor's Degree.
• Fluent in English
• Excellent communication skills with the ability to explain technical concepts simply.
• Excellent problem-solving and critical thinking abilities, with a product mindset that anticipates and addresses issues before they arise.
• A natural curiosity, always asking why, how, and what to deepen understanding and drive innovation.
• Highly organized, capable of managing multiple tasks and priorities.
• Previous exposure to the travel industry is a plus.