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.
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk