Stride climate

Customer Success Associate

About Stride

Stride is fast-growing VC-funded Seed stage company led by industry & startup veterans that is serving a large, growing opportunity. Stride is the world’s largest search and reviews site for tours & adventure trips. We host more than 35,000 tours, cruises, and adventure experiences across every continent from more than 1,000 of the world’s best travel companies. With over 115,000 trusted reviews, Stride enables travelers of all stripes to explore the world with ease and confidence.

Stride was founded in San Francisco, California, with team members spanning the globe. This role will be based in Austin, Texas.

Our Mantra: Think Big. Start Small. Move Fast


Your Opportunity

As Stride’s first Customer Success Associate, you are responsible for maintaining business relationships and commercial success with our existing tour operator partners. You will be a key part of an elite team that is passionate about extraordinary trips across the globe. While Stride is already the #1 US reviews site for multi day tours and adventure packages, we are still at the beginning of our journey and you will have a big impact on our voice, brand, product, and company strategy.


Role

This is a ‘farmer’ role. You will work with existing tour operator marketing customers, guiding them through the on-boarding process and supporting them throughout the relationship. You will manage an operations team that adds and checks trip content ensuring productivity and quality. You will generate account reports of customer performance on Stride and share with partners. We are a lean team so you will touch all facets of the business, working closely with the Head of Product, Sales Head, CTO, and Operations Director.


Your Goals

  1. 95% customer retention

  2. 80% NPS score

  3. Increase trip count on Stride

  4. Increase number of traveler reviews on Stride platform

  5. Translate and prioritize feedback from customers to Product and Engineering teams


Your Core Responsibilities:

  • Maintain relationships with tour operator partners by providing support, information, and guidance
  • Generate report and reconcile bookings with tour operator partners
  • Research and recommend new opportunities for customer promotion
  • Prepare invoices
  • Manage operations team (2 remote part timers currently) - prioritizing and checking tasks
  • Maintain quality service
  • Be a flexible, hands-on team player


Most Relevant Experience for the Role

  • 1-3 years experience as a Customer Success, Sales, Operations or relevant role
  • Excellent spoken and written in English
  • Excellent knowledge of MS Office and/or Google docs
  • Hands-on experience with CRM software is a plus
  • Understanding of marketing and negotiating techniques
  • Fast learner
  • Self-motivated with entrepreneurial results-driven approach

 

Stride Offers

  • Seed-funded startup comp package with generous stock options and rapid increase potential
  • Unlimited vacation (with $5,000 annual vacation credits on Stride!)
  • Fun, driven, cohesive coworkers and team spirit - Regular company lunches and happy hours plus quarterly team outings & parties
  • Meaningful work - you are helping more people travel internationally, and helping our global tour operator partners thrive as sustainable ventures
  • The ability to make a major impact as an early team member at a growing startup with huge market size and impressive traction


APPLY

Email your cover letter and resume to careers@stridetravel.com with the following:

      1. A brief description of what appeals most about joining Stride
      2. Resume & LinkedIn profile link

Tours & Operators on Stride Awarded and Featured by:

  • National Geographic, Condé Nast Traveler, Travel + Leisure
  • Outside, The New York Times
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