Director Growth Sales, SMB

Job Description

Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.

The Director, Growth Sales leads Tripleseat’s expansion sales team, focused exclusively on driving revenue growth within our existing customer base. This includes ownership of all upsell, cross-sell, and product adoption initiatives that grow account value and deepen customer relationships. The role is strategic and hands-on—responsible for enabling a team of Growth Sales Representatives to deliver against aggressive expansion revenue goals.

This leader will champion a “Hospitality First” and “Customer-Centric Expansion” strategy—ensuring every sales interaction is rooted in empathy, industry knowledge, and a deep understanding of our customers’ operational challenges. By aligning customer goals with our growing product suite, the Director helps customers realize long-term value while driving key revenue outcomes for Tripleseat.

The Director will work closely with Customer Success, Product, and Marketing to drive unified growth motions, seamless account handoffs, and feedback loops that enhance the customer journey.

Location:

• This is an in-office role based in our Boston-based Sales Office.

• The schedule is Monday through Thursday in-office, with Fridays remote.

• Initial onboarding will be conducted at our Concord, MA Headquarters.

Travel Expectations:
Onboarding at Tripleseat HQ in Concord, MA (if remote), followed by quarterly in-office visits. May require up to 25% travel to meet with customers, support the team in the field, and attend industry events.

Core Responsibilities

• Build, lead, and retain a high-performing team of Growth Sales Representatives focused exclusively on expansion within our current customer base.

• Champion a “Hospitality First” mindset—ensuring the team brings empathy, industry expertise, and customer-first thinking to every sales conversation.

• Own and execute strategies that drive upsell, cross-sell, and increase product adoption to improve Net Revenue Retention (NRR).

• Partner closely with Customer Success to identify opportunities and execute coordinated customer growth plans.

• Leverage product usage trends, account history, and customer feedback to proactively uncover value-added opportunities.

• Set and manage team performance metrics across expansion pipeline, deal velocity, conversion rates, and quota attainment.

• Foster a culture of hospitality and trust, where consultative selling and long-term partnership are key to customer growth.

• Ensure strong CRM hygiene and pipeline forecasting accuracy in Salesforce and associated sales tools.

• Lead the rollout and adoption of growth-focused messaging, sales programs, and enablement initiatives.

• Collaborate with Sales Enablement and Product Marketing to deliver targeted training, resources, and campaigns aligned with expansion goals.

• Serve as the internal voice of the customer, delivering actionable insights to improve product-market fit and go-to-market strategy.

• Conduct weekly 1:1s, forecast calls, and team meetings prioritizing accountability, results, and continuous development.

• Other related duties as assigned.

Knowledge, Skills, and Abilities Required

• Proven success leading expansion or growth sales teams in a SaaS environment.

• Deep understanding of the hospitality industry and a strong ability to coach a team on customer empathy and value alignment.

• Strong experience hiring, coaching, and developing sales talent focused on post-sale growth (upsell/cross-sell).

• Demonstrated ability to influence customer outcomes through value-based, consultative selling.

• Proficiency in Salesforce, forecasting tools, and sales metrics to manage pipeline and team performance.

• Excellent communication and leadership skills, with the ability to influence across teams and levels.

• Comfortable in a high-growth, fast-paced environment with shifting priorities.

• A customer-focused attitude and the ability to build rapport across teams.

Preferred Experience

• 5+ years of SaaS sales leadership experience, with 2–3 years leading a post-sale expansion team.

• Track record of consistent revenue growth via upsells and cross-sells.

• Experience in hospitality technology or customer-centric industries preferred.

• Familiarity with enablement platforms, customer health metrics, and revenue operations frameworks.

• A bachelor’s degree is required; an MBA or advanced degree is preferred.