Customer Success Team Lead

About us

Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalised, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalised way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.

Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.

• One of the highest-rated global transportation companies with a rating of 4.9/5 stars
• 290 destinations with a goal to reach 350 by 2024
• Over 4,000 travel partners including 2,500 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month
• Over 2.5 Million happy travelers every year

⭐️ If you want to dive deeper into the awesomeness of Welcome's culture, click on this link to check our TikTok account.⭐️

The Team

We are a group of vibrant diverse people who love traveling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals.

About the Role

As a Customer Success Team Lead, you will play a crucial role in ensuring our B2B clients are effectively onboarded, activated, supported, and retained. You will lead a dedicated team to provide exceptional service and support, fostering a high level of customer satisfaction and loyalty.

Responsibilities

• Lead the onboarding and activation process for new customers.
• Provide ongoing support and develop strategies to prevent churn.
• Mentor and develop the Customer Success team.
• Identify and pursue upsell and cross-sell opportunities.
• Monitor and report on key performance indicators (KPIs) related to customer success.
• Gather and analyze customer feedback for continuous improvement.

Requirements

• Minimum 5 years of experience in customer success or a related field, and minimum 2 years of team management experience.

• Bachelor’s degree in Business, Marketing, or a related field. MBA or equivalent preferred.
• Proven success in developing and executing customer success strategies.
• Strong leadership and mentorship skills.
• Excellent analytical and communication skills.
• Proficiency in CRM systems and other sales tools.
• Excellent written and verbal communication skills in English. Extra languages are more than welcome!
• Self-motivation and a true teamwork mentality.
• A friendly and upbeat personality.
• Digital native: fluent in web and digital technologies.
• Eagerness to work in a fast-paced, hands-on, start-up environment and pitching in to scale the business quickly.

Benefits

• Vibrant and fresh work environment
• The tools you need to successfully perform your daily tasks
• The unique opportunity to join “the next big thing” at the ground level.

Interested? If we got you excited and you think you have what it takes to join a young, well-funded, and fast-growing startup, then just hit the ‘Apply for this job’ button!