Customer Success Manager, Caravelo
2-3 days a week in office
Customer retention software for the airline and travel industry
Open for applications
Customer retention software for the airline and travel industry
21-100 employees
Open for applications
2-3 days a week in office
21-100 employees
Company mission
To bring the subscription economy to the travel world.
Role
Who you are
- The ideal candidate will have a consultative approach, strong business acumen, and the ability to build trusted relationships at all levels within partner organizations
- 3+ years of experience in Customer Success, Account Management, or Client Relations in a B2B SaaS environment
- Strong business acumen and ability to communicate and consult at a management level
- Experience in managing customer lifecycles, driving adoption, and influencing retention
- Data-driven mindset—comfortable analyzing metrics and translating insights into action plans
- Proven ability to identify expansion opportunities (upsell & cross-sell) and collaborate with Sales & Marketing teams
- Exceptional relationship-building skills, with a proactive and consultative approach
- Comfortable working cross-functionally with internal teams like Product, Sales, Marketing, and Support
- Strong problem-solving abilities, able to handle escalations and maintain trust with customers
- Excellent written and verbal communication skills, in English and Spanish
- Willingness to travel occasionally for client meetings and business reviews
What the job involves
- We’re looking for a Customer Success Manager (CSM) who will take full ownership of the customer lifecycle—from onboarding to adoption, expansion, and retention
- This is a high-impact, cross-functional role, working closely with Product, Sales, Marketing, and Support to ensure seamless execution and continuous value delivery
- Customer Lifecycle Management
- Drive a structured success plan across onboarding, adoption, and expansion to ensure customers achieve their business goals
- Lead client onboarding by aligning expectations, defining core processes, and ensuring a smooth implementation
- Monitor key metrics to track adoption, usage, and overall engagement
- Organize and lead weekly client calls and quarterly business reviews to assess performance and identify growth opportunities
- Address customer concerns proactively, identifying early signs of frustration and ensuring quick resolution
- Growth & Expansion
- Influence customer lifetime value through retention, satisfaction, and NPS performance
- Identify and execute upsell and cross-sell strategies to drive revenue growth
- Work closely with the Sales and Marketing teams to align on customer needs and expansion opportunities
- Customer Advocacy & Relationship Building
- Act as a trusted advisor, helping clients articulate and demonstrate the value of Caravelo’s solutions
- Maintain constant communication with customers, staying attentive to their needs and expectations
- Foster collaboration with internal teams to ensure consistent service levels and aligned interactions across departments
- Implement research activities to gather client feedback and identify opportunities for service improvement
- Issue Management & Continuous Improvement
- Serve as an escalation point for critical issues that impact customer success
- Work closely with Product & Support teams to ensure timely resolution of any technical or operational challenges
- Optimize internal processes to enhance efficiency and reduce churn risk
- Maintain accurate documentation of client interactions, feedback, and progress
Our take
Caravelo is a travel tech company bringing commercial innovation to the traditionally slow-to-change airline and travel industry. By building smart software solutions, Caravelo is helping airlines unlock new revenue streams and improve margins in a sector where profits are typically razor-thin.
One of its standout offerings is a subscription model that provides airlines with predictable, recurring income and stronger customer retention. These high-impact tools have proven their value, helping Caravelo steadily win over new clients in an industry usually resistant to change.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2023
$4m
SERIES A
Jul 2022
$3.4m
SEED
Total funding: $11m
Company benefits
- Progression framework
- Fun environment & company events
- Tax-free benefits: Transport, food, gym and childcare
- Flexible hours & Remote work options
- Spacious office in the heart of Barcelona with free coffee & beer
Company HQ
Dreta de l'Eixample, Barcelona, Spain
Leadership
Iñaki Uriz
(Co-Founder & CEO)Started their career in finance, first at UBS and then at Societe Generale as a Portfolio Manager. Also worked in Private Equity prior to founding their first startup in the travel industry, ChangeYourFlight from which caravelo was spun out.
Jose Luis Vilar
(Co-Founder & CTO)Trained as an Engineer and Consultant. Spent years advising on strategic innovation projects in Dubai as well as automotive companies like Renault in Europe.
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