Head of Customer Success

At DIB Travel, we’re reshaping the way businesses experience travel. Our all-in-one, digital platform simplifies the entire booking process – from flights and hotels to conferences and events. With strong growth across the Nordics and beyond, we’re 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 hands-on team leadership and high-impact 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 world-class service every day. You will report to the company’s CEO.

What you'll do?

• Grow the business by proactively managing the existing customer base, identifying up and cross-sell opportunities, developing a growth roadmap for the top 40 largest customers, while keeping an eye on usage metrics for the remaining 300+ smaller customers

• Mitigate churn and close Share-of-Wallet gaps by proactively engaging with the customer base, leading Quarterly or Annual Business Reviews, identifying strategic areas for engaging with our customers

• Be the voice of the Company towards our customers, educate and up-sell in equal measures, share best practices across the customer base and seek higher platform utilization

• Scale and lead the Customer Success team as the customer base grows, including hiring, onboarding, and developing Customer Success Specialists, while building the function and operating model for long-term scalability

• Manage and develop key account relationships while acting as the escalation point for complex or high-impact customer cases, ensuring strong, long-term customer success and satisfaction

• Collaborate closely with Sales, Travel Support, Product, Support, and Tech teams to enhance customer engagement, satisfaction, and retention, while also identifying and driving upsell opportunities

• Use customer data, usage metrics, and satisfaction insights to identify trends, uncover risks and opportunities, and drive continuous improvement across the customer lifecycle and engagement performance

• Define and optimize workflows, CRMs, and customer success processes

• Set and track team KPIs related to retention, NPS, adoption, and satisfaction
  

Required experience and skills

• 10+ years of experience in Customer Success, Account Management, or a similar customer-facing role (ideally within B2B SaaS and/or the travel industry)

• 5+ years of experience leading CSM teams, with proven experience hiring, coaching, developing, and motivating team members

• A data-driven and analytical mindset, with experience using customer insights, KPIs, and performance metrics to identify upselling opportunities and drive improvements

• A proven track-record of managing task-driven teams using modern project management tooling, to balance the ratio of proactive vs re-active tasks. Very high ability to organise teams and create resource and planning forward visibility for the CSM team, which is then shared within the company for resource planning purposes

• Strong communication skills in Swedish and English (Danish/Norwegian is a plus)

• Tech-savvy with strong travel industry knowledge, including experience with travel systems, customer workflows, and CRM/Customer Success platforms such as Zendesk, HubSpot, or similar tools