Head of Customer Success

About the position

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

Place of work