Head of Customer Success
Head of Customer Success
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Job Description
Who are we
At DIB Travel were reshaping the way businesses experience travel. Our allinone digital platform simplifies the entire booking process from flights and hotels to conferences and events. With strong growth across the Nordics and beyond were now looking for a Head of Customer Success with a solid background in the travel industry to lead our efforts in delivering outstanding customer experience.
This role is a key part of our leadership team combining strategic ownership of customer success with handson team leadership and highimpact client engagement.
Your Role
As Head of Customer Success you will be responsible for shaping our customer strategy while leading and empowering the team to deliver worldclass service every day. You will report to the companys CRO.
Strategic Client Engagement (50%)
- Manage and develop relationships with key accounts
- Ensure successful onboarding high product adoption and longterm retention
- Act as a strategic advisor helping customers get the most out of DIBs platform
- Serve as an escalation point for complex or highimpact customer cases
- Collaborate with Sales and Travel Support to enhance customer engagement and satisfaction as well as upsell
- Track and improve customer satisfaction usage metrics and engagement trends
Team Leadership & Operations (50%)
- Lead and support our Customer Success team including hiring onboarding and growing implementation specialists
- Define and optimize workflows CRMs and customer success processes
- Set and track team KPIs related to retention NPS adoption and satisfaction
- Ensure close collaboration between CS Product Support and Tech
- Represent the customer internally advocating for improvements that matter
- Scale the team and function as our customer base grows
What You Bring
- 5 years in Customer Success or Account Management (ideally B2B/SaaS within the travel industry)
- 2 years of experience in a leadership role with direct team responsibility within the Travel Industry
- Strong communication skills in Swedish and English (Danish/Norwegian is a plus)
- Deep understanding of customer experience retention strategy and team dynamics
- Proven experience from the travel industry deep understanding of travel operations customer needs and industryspecific systems
- Techsavvy and comfortable working in CRM/CS platforms like Zendesk HubSpot etc.
- A strategic mindset paired with a handson serviceoriented approach
- Ability to collaborate closely with crossfunctional teams and translate customer needs into actionable product or service improvements
Why Join DIB
- Shape a key function in a fastgrowing Nordic travel tech company
- Work with an ambitious diverse team that values autonomy and results
- Hybrid work model flexible remote setup from anywhere in Sweden
- Flat structure quick decisionmaking and real impact
- Ongoing learning and development opportunities tailored to your ambitions
Employment Type
Full Time
