Customer Success Manager

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

JOB DESCRIPTION:

The role

Roiback is seeking a Customer Success Manager to lead the transformation of our Service Desk into a proactive, value-driven Customer Success function. This role is pivotal in driving customer satisfaction, retention, and growth across our international client base. You will be responsible for optimizing service delivery, implementing automation and AI-driven processes, and improving key performance indicators such as NPS, churn, LTV, and brand reputation.

Customer Success Strategy & Execution

• Lead the transition from Service Desk to Customer Success, aligning with Roiback’s strategic goals.
• Define and execute customer success plans tailored to different segments and regions.
• Own the customer lifecycle: onboarding, adoption, retention, expansion.

Team Leadership & Process Optimization

• Manage and mentor a team of Customer Success and Service Desk professionals.
• Implement best practices in customer support and success, including SLA adherence and proactive engagement.
• Drive continuous improvement through automation, AI tools, and digital workflows.

Client Portfolio Management

• Manage a portfolio of international clients, ensuring high satisfaction and measurable business impact.
• Identify upsell and cross-sell opportunities to increase Average Transaction Value (ATV) and Lifetime Value (LTV).
• Act as a strategic advisor to clients, helping them maximize the value of Roiback’s solutions.

Tool & Platform Ownership

• Administer and optimize JIRA for ticketing, workflow automation, and reporting.
• Evaluate and implement tools for customer journey mapping, AI-driven support, and CRM integration.

Skills

• Proven experience managing Customer Success or Service Desk teams.
• Advanced proficiency in JIRA and customer support platforms.
• Strong understanding of AI-driven automation tools (e.g., Zapier, Make, RPA, chatbots).
• Demonstrated success managing international client portfolios.

Languages:

Fluent Spanish and English (C2/native level)

Excellent communication, leadership, and strategic thinking skills

Growth in LTV through upsell and cross-sell initiatives.

Contribution to revenue via proactive account expansion

Qualifications

• Bachelor's degree required;
• Track record of delivering measurable commercial impact

Experience

• 3-5+ years in Customer Service
• Deep understanding of Service Desk processes
• Desirable travel ecosystems including booking engine, website development, metasearch, and hospitality knowledge
• Proven track record structuring and delivering high-value service desk teams

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work: 

• Within an innovative, engaging and multicultural environment.

• Have the opportunity to build strong and lasting business relationships and friendships from around the world.

• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.