Head of Customer Success

DIB Travel; Stockholms kommun; Hybrid; SEK 700,000 - 900,000; Full time

Benefits offered by this job

Ongoing learning and development opportunities

Flexible remote setup

Fast decision-making

Job summary

DIB Travel seeks a Head of Customer Success to lead their customer strategy and team in delivering exceptional service. This role requires over 5 years in Customer Success, 2+ years in leadership within the travel sector, and strong skills in both Swedish and English. You will manage key client relationships, ensure onboarding success, and advocate for customer needs. Additionally, you'll work in a hybrid model with flexibility across Sweden. Join a rapidly growing team focused on making a significant impact in the travel tech space.

Qualifications

• 5+ years in Customer Success or Account Management, ideally B2B/SaaS in the travel industry.
• 2+ years in a leadership role within the travel industry.
• Fluent in Swedish and English; Danish/Norwegian is a plus.

Responsibilities

• Manage relationships with key accounts and ensure onboarding success.
• Lead the Customer Success team, including hiring and growth.
• Set and track KPIs related to retention and satisfaction.

Skills

Customer Success management

Account Management

Team leadership

Strong communication

Travel industry knowledge

CRM systems

Tools

Zendesk

HubSpot

Job description

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‑off 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