Customer Success Manager

About the job We are looking for an experienced and proactive Customer Success Manager to join Goodwings, a Travel Management Company (TMC) designed for businesses looking to optimise their travel spend while reducing their environmental impact. As a Customer Success Manager, you will take ownership of a portfolio of corporate customers, acting as their trusted advisor and primary point of contact throughout the entire customer lifecycle. From implementation and onboarding to strategic account management, retention, and continuous development, you will play a key role in ensuring our customers get the most out of Goodwings. This role requires a solid understanding of the corporate travel industry, strong relationship management skills, and the ability to navigate complex customer needs independently. You will work closely with customers to understand their travel programmes, identify opportunities for improvement, and ensure they receive consistent value from our platform and services. We are looking for someone who combines industry experience with a commercial mindset, a structured approach, and a genuine passion for delivering excellent customer experiences. Key Responsibilities

• Strategic Account Management: Take ownership of a portfolio of corporate customer accounts, building strong, long-term relationships with key stakeholders and decision-makers.
• Customer Retention & Development: Proactively manage customer relationships, identify potential risks, strengthen engagement, and ensure long-term customer satisfaction and retention.
• Implementation & Onboarding: Lead new customer implementations, overseeing timelines, account configuration, stakeholder alignment, and successful adoption of the Goodwings platform.
• Travel Programme Advisory: Understand each customer’s corporate travel setup, policies, booking patterns, and business requirements, providing guidance on how to optimise their travel programme.
• Account Growth: Identify opportunities to expand platform adoption, introduce relevant solutions, and develop existing customer relationships.
• Performance & Insights: Monitor customer engagement, platform usage, and account performance, using data and insights to identify opportunities and address challenges proactively.
• Cross-functional Collaboration: Act as the voice of the customer internally, working closely colleagues, and external partners to resolve issues and continuously improve the customer experience.
• Business Reviews & Training: Lead regular customer meetings, business reviews, and training sessions to ensure customers are informed, engaged, and making the most of Goodwings’ solutions.

Qualifications & Experience

• Minimum 4 years of experience within a Travel Management Company (TMC) or corporate travel management, preferably in a client-facing role such as Key Account Management, Account Management, or Customer Success.
• Proven experience managing corporate customer relationships, ideally with mid-market or enterprise clients and multiple stakeholders.
• Strong understanding of corporate travel programmes, travel policies, booking processes, and the wider business travel industry.
• Experience managing customer implementations, onboarding processes, and ongoing account development.
• A commercially minded approach, with the ability to identify opportunities, manage customer expectations, and drive retention.
• Excellent communication and relationship-building skills, with the confidence to engage with stakeholders at different levels of an organisation.
• Strong organisational and prioritisation skills, with the ability to manage multiple accounts and projects simultaneously.
• Comfortable working independently, taking ownership, and navigating challenges in a fast-paced and evolving environment.
• Fluency in English. Proficiency in Danish is a strong advantage.

What We Offer

• Competitive salary based on experience and qualifications.
• Opportunities for professional development and continued learning.
• A collaborative, supportive, and international working environment.
• A chance to make a meaningful impact in a company where sustainability is at the heart of the business.
• Engaging company events and team activities.
• And, of course, a great team to work with!