Head of Customer Success

Head of Customer Success Apply now! 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 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