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.
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.
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
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
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
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
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
It is not our goal to box you in, on the contrary, it is to allow you to grow and self-improve through our performance management process. We have a well-organized career path, according to your professional ambition within our company
