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Customer Success · Stockholm HQ · Hybrid

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 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

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

What’s awesome about working at DIB?

  • Be part of a rapidly growing company with the opportunity to influence the development of our platform

  • Hybrid working policy

  • A nice and social office in a great central location

  • We prioritize your growth and development, offering training and education opportunities

  • 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

Department
Customer Success
Locations
Stockholm HQ
Remote status
Hybrid

Stockholm HQ

About Dib Travel

At DIB Travel, we're committed to simplifying corporate travel with an intelligent, digital platform that seamlessly manages every step—from booking and expense management to risk monitoring. We collaborate closely with companies to design tailored solutions, including travel policies, approval workflows, and real-time analytics, all aimed at optimizing costs and keeping travel under control. Our expert team is available 24/7 to resolve any challenges, such as delays or cancellations, ensuring every journey is as smooth as possible. With offices in Stockholm and Belgrade, we proudly support clients across Europe and beyond, making business travel effortless every day.

Founded in 2015
Customer Success · Stockholm HQ · Hybrid

Head of Customer Success

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