Director Customer Success & Experience (all genders)

Director Customer Success & Experience (all genders)

As Director of Customer Success & Experience (all genders), you drive DS’s ambition to deliver exceptional value and satisfaction to our customers — from destinations to distribution partners — at every stage of their journey. You lead and develop a cross‑functional team covering Customer Success, Onboarding, Support, and Customer Experience Design, ensuring our customers experience the full impact of our digital solutions. Your role is to shape our customer‑centric strategy, optimize touchpoints, and translate customer insights into tangible business and product improvements.

Challenge

• Lead and inspire the Customer Experience & Success organization, spanning Customer Success Managers, Onboarding Specialists, Support Agents
• Define and execute the customer experience strategy, aligning it with company goals and driving excellence across all touchpoints.
• Establish and monitor key CX and CS metrics (NPS, CSAT, CES, retention, adoption, renewal, and growth).
• Build strong relationships with strategic customers and partners, ensuring a consistent and value‑driven experience.
• Translate customer insights into actionable improvements in collaboration with Product, Tech, Marketing, and Sales.
• Oversee onboarding and support operations to ensure seamless implementation and continuous optimization of DS products.
• Drive a Voice‑of‑Customer program, enabling data‑driven decisions and proactive experience management.
• Represent the customer perspective in strategic discussions, product roadmaps, and company initiatives.
• Foster a culture of customer empathy, service excellence, and continuous learning within your teams.

Qualifications

• Proven leadership experience in Customer Experience, Customer Success, or Consulting, ideally in a SaaS, platform, or digital services environment.
• Strong strategic thinking combined with operational excellence and people’s leadership.
• Experience building and scaling CX or CS functions, including process design and cross‑functional collaboration.
• Solid understanding of data‑driven experience management (e.g., NPS, CES, Voice‑of‑Customer frameworks).
• A background in the travel or hospitality industry is a plus.
• Excellent communication and influencing skills, with the ability to collaborate across teams and levels.
• Fluent in English and German; additional languages are a plus.

Access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay. Our entrepreneurial‑driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.

Location, Mobility, Incentive

The position can be located in our office in Berlin. However, travel to the other offices and client sites is important.

Job Details

• Seniority level: Director
• Employment type: Full‑time
• Industries: IT Services and IT Consulting, Software Development, and Technology, Information and Internet