Director of Customer Success

We’re looking for an experienced, commercially driven Director of Customer Success to lead our Customer Success function on a 12-month fixed-term contract, covering a period of maternity leave.

At Meili we build technology that enables car rental companies to integrate seamlessly and partner directly with airlines & travel brands, delivering a friction free user experience.

Founded by a team with extensive travel tech experience, we’ve already partnered with 25+ global brands including LATAM, SAS, Lufthansa, Air Canada, Accor Hotels, and FREENOW, and we’re committed to rewriting the rules of ancillary distribution.

You’ll love it here if...

• You build trust quickly and know that strong customer relationships are built on transparency and follow-through
• You lead from the front - you coach, you set clear expectations and you bring your team with you
• You're comfortable in the data - you use reporting and insights to drive decisions

Key Responsibilities

• Develop and execute the vision, strategy and roadmap for Customer Success across a growing portfolio of customers.
• Ensure customers achieve measurable success through our platform-leading to increased integration, optimisation and retention.
• Track key metrics and utilise data insights for continuous optimisation, including customer segmentation based on booking volumes, exclusivity, and customer types to provide scalable support levels. 
• Manage, coach, and develop CSMs, ensuring clear individual account ownership and consistent performance across the portfolio.
• Own the onboarding process to ensure seamless adoption of our integration technology solutions, taking responsibility for newly onboarded customers and managing the day to day relationship for a period before delegating.
• Drive deeper integrations with customers through detailed touchpoint analysis, implementation reviews, and phased deliveries to manage risk and optimise conversion rates.
• Champion the continuous improvement of customer tools, processes, reporting, and educational content to drive deeper customer engagement.
• Develop strong relationships with new and existing customers, whilst delivering enhanced customer experiences & increased conversion.
• Establish a proactive renewal and retention strategy, ensuring commitment of customers on or before the renewal date. 
• Where required, lead key customer renegotiations in association with the Sales team.
• Collaborate across departments to ensure alignment with the customer strategy and tech roadmaps. 
• Ensure the team is the first point of contact for customer queries, liaising with the Data and Tech teams to answer questions and resolve any issues.
• Co-ordinate internally and externally customer promotional content, feature and change requests to ensure seamless executions.

We're looking for someone with ...

• Extensive proven experience within e-commerce or travel, in particular partner customer management, customer success, relationship management, or a related field within a technology or SaaS environment.  
• Strong leadership capabilities with experience managing diverse teams and driving departmental strategy.  
• Excellent communication and interpersonal skills, with the ability to collaborate, engage and influence stakeholders at all levels.  
• Deep understanding of sales processes, CRM tools (ideally Hubspot) and data analysis techniques.  
• Experience in managing large-scale projects, including customer onboarding and integrations.  
• Inquisitive and innovative mindset with a focus on continuous improvement and the ability to adapt to change.
• Experience in working in a start-up environment.
• Ability to travel for customer meetings and business reviews ~ 20%

What We Offer

• Competitive Compensation
• Generous and flexible annual leave allowance
• Health Insurance
• Hybrid Working and more ...