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.
Hybrid · 1 year FTC · Dublin 4
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 ...