Customer Success Manager, Caravelo
2-3 days a week in office
Customer retention software for the airline and travel industry
Be an early applicant
Customer retention software for the airline and travel industry
21-100 employees
Be an early applicant
2-3 days a week in office
21-100 employees
Company mission
To bring travel and travelers closer together.
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 using software to bring commercial innovations to the often slow-moving Airline and travel industry.
Pressures on the low-margin industry have opened a door for Caravelo’s products that tangibly boost profits. The startup focuses on high leverage offerings, such as introducing a pioneering subscription model that delivers recurring revenue to airlines such as WizzAir. The clear margin-boosting effects of reliable customer retention by Caravelo services means that the startup has been able to consistently acquire new customers in what is typically an industry guarded to change.
The company is focused on continuing this strong acquisition for each of its major product offerings, as well as launching new high-impact products for its current roster of customers.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2023
$3.8m
SERIES A
Jul 2022
$3.3m
SEED
Total funding: $10.6m
Company benefits
- Make an impact in a fast-growing scale-up
- Pet-friendly office
- Transport, food, gym and childcare discounts
- Flexible hours and short Fridays
- Awesome location in the heart of Barcelona
Leadership
Iñaki Uriz
(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
(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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