Customer Success Manager
Customer Success Manager
We’re looking for a highly motivated, self-starting Customer Success Manager to join the team on a 12-month maternity cover contract.
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.
About the role
This is a hands on role where you’ll manage a portfolio of customer relationships, support their performance, and help identify opportunities for growth. You’ll work closely with customers and internal teams to deliver strong outcomes and build experience across commercial and operational areas.
You’ll love it here if...
You’re someone who takes initiative and finds energy in figuring things out, even when the path isn’t clear.
You genuinely care about the customer and know that helping them succeed is a win for everyone.
You’re happy to jump in and help out with whatever’s needed to keep things moving.
Key Responsibilities
Build strong personal relationships with customers and partners
Deeply understand customer needs and translate these into opportunities that support account growth
Main point of contact for assigned accounts, developing long-term relationships that drive loyalty and retention
Develop expertise in understanding customers’ businesses and needs to deliver effective support
Provide clear and accurate technical guidance to support timely integrations
Monitor and track customer performance and data to proactively identify risks or opportunities and build success plans that deliver measurable outcomes
Facilitate regular performance reviews, using storytelling and data to highlight wins and areas for improvement, agreeing a joint success plan for the upcoming quarter and executing it
Act as a bridge between customer and partner, ensuring alignment and optimal performance for all parties
Ensure a smooth onboarding process and mitigate risks during the handover from Sales to Customer Success
Optimise alignment between different teams to coordinate any customer specific requests (such as promotional content)
Provide input to Operations, sharing customer insights and context to support business performance
Prompt triaging and management of customer issues
Ensure that customer relationships are built, maintained and optimised, building trust to minimise churn and create customer advocates
Help us evolve our customer playbooks, tools, and processes as we grow across markets and segments
Build and maintain a clear understanding of competitor and market activity landscape
About you
5+ years experience in Customer Success or Account Management
Ideally have an understanding of the travel technology industry, including key pain points and emerging opportunities
Skilled in managing multiple priorities simultaneously, coordinating with various teams to ensure alignment and handling the smooth transition from sales to customer success
Strong strategic thinking and problem-solving capabilities
Exceptional communication and interpersonal skills to build and maintain relationships with customers, partners, and internal teams
Familiarity with CRM software and data analysis tools
Willingness to travel occasionally (up to 15%) to support key initiatives or customer engagement.
Proficiency in additional languages would be an advantage but not essential
What we offer
Competitive Compensation
Generous and flexible annual leave allowance
Health Insurance
Paid Family Leave
Hybrid Working and more ...