Customer Success Lead

Customer Success Lead - Location: Flexible | Competitive Salary | High Autonomy

Be the bridge between our platform and the people who power it. We are on a mission to transform how travel professionals connect through our Saas platform, collaborate, and thrive. As our Customer Success Lead, you'll play a pivotal role in driving that transformation-ensuring our DMC (Destination Management Company) partners and agents succeed on the platform through seamless onboarding, precise data management, and thoughtful support.

This is a multi-dimensional role that blends relationship-building, operational excellence, and AI-driven innovation. You'll not only manage the structured input and verification of complex rate data (a critical function for platform performance), but also help embed an AI-first mindset across customer success and marketing.

We're looking for someone who's equally passionate about people and process, understands SaaS platforms -someone who thrives on solving problems, spotting opportunities, and using technology to make things smarter, faster, and more intuitive.

Key Responsibilities

Customer Success & Insights

• Onboard new DMC partners and agent users with clarity and care
• Build strong relationships and respond to queries with empathy
• Translate partner feedback into actionable product insights
• Create helpful resources: documentation, templates, and AI-powered support flows
• Analyse user behaviour to uncover trends and improve the customer journey
• Collaborate with product to enhance data capture and reporting

Rate Management & Data Operations

• Lead the setup and verification of complex DMC rate data
• Ensure rates are accurate, bookable, and commercially aligned
• Refine internal processes for collecting and validating data
• Explore AI tools to automate error checking and streamline workflows
• Build dashboards to track customer health and engagement

Marketing & Brand Engagement

• Craft compelling product messaging to drive adoption
• Support creation of decks, guides, newsletters, and digital content
• Coordinate campaigns and events targeting agents and DMCs
• Leverage AI tools to accelerate content creation and targeting

What We're Looking For

• Detail-oriented mindset with comfort working in spreadsheets and structured data
• Strong communicator who enjoys simplifying complex tools
• Experience in customer success, operations, marketing, or SaaS onboarding
• Fluency in modern tools: Google Sheets, Notion, AI assistants, CRM platforms
• A genuine interest in the travel industry and/or marketplace products
• Analytical thinker who can turn data into practical recommendations
• An interest in Travel is a bonus

Compensation & Culture

• Flexible working culture with high autonomy
• Opportunity to shape how AI is embedded across a fast-scaling SaaS company
• Remote based role but ideally need to be based in the South.
• £35,000 - £40.000

What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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