Head of Customer Success

Who are we?

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 CRO.

Strategic Client Engagement (50%)

• Manage and develop relationships with key accounts

• Ensure successful onboarding, high product adoption, and long-term retention

• Act as a strategic advisor, helping customers get the most out of DIB’s platform

• Serve as an escalation point for complex or high-impact customer cases

• Collaborate with Sales and Travel Support to enhance customer engagement and satisfaction as well as up-sell

• 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 industry-specific systems

• Tech-savvy and comfortable working in CRM/CS platforms like Zendesk, HubSpot, etc.

• A strategic mindset, paired with a hands-on, service-oriented approach

• Ability to collaborate closely with cross-functional teams and translate customer needs into actionable product or service improvements

Why Join DIB?

• Shape a key function in a fast-growing 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 decision-making, and real impact

• Ongoing learning and development opportunities tailored to your ambitions