Head of Customer Success (Traveltech)

TL;DR

Head of Customer Success (Traveltech): Shaping customer strategy and leading the CS team to ensure high product adoption and long-term retention with an accent on B2B relationship management and travel industry operations. Focus on scaling the CS function, optimizing internal workflows, and driving customer-centric product improvements.

Location: Hybrid; must be based in Sweden (Stockholm HQ)

Company

hirify.global is a fast-growing Nordic travel tech company providing an all-in-one digital platform to simplify business travel bookings.

What you will do

• Develop and manage strategic relationships with key B2B accounts to ensure high adoption and retention.
• Lead, hire, and grow the Customer Success team, including implementation specialists.
• Define and optimize CS workflows, CRM processes, and track KPIs such as NPS and churn.
• Collaborate with Sales and Travel Support to enhance engagement and drive up-selling opportunities.
• Act as the internal voice of the customer to advocate for product and service improvements.
• Serve as the primary escalation point for high-impact customer cases.

Requirements

• 5+ years of experience in Customer Success or Account Management within B2B/SaaS.
• 2+ years of leadership experience with direct team responsibility in the Travel Industry.
• Strong communication skills in Swedish and English.
• Deep understanding of travel operations and industry-specific systems.
• Proficiency with CRM and CS platforms like HubSpot and Zendesk.
• Must be based in Sweden to support the hybrid work model.

Nice to have

• Proficiency in Danish or Norwegian.

Culture & Benefits

• Opportunity to shape a key function within a fast-growing travel tech company.
• Hybrid work model with flexible remote setup within Sweden.
• Flat organizational structure with quick decision-making and high autonomy.
• Diverse and ambitious team environment.
• Personalized learning and development opportunities.