Senior Customer Success Manager

What will you Do

Own ultimate responsibility for account health, retention, and expansion across an assigned enterprise client base while proactively identifying and mitigating churn risks.

Build long-term, trusted relationships with C-suite stakeholders, conducting consultative Executive Business Reviews (EBRs) to uncover travel program savings and optimization opportunities.

Troubleshoot complex customer situations, act as the primary escalation point for critical issues, and collaborate with internal teams to drive swift resolutions.

Educate clients, new users, and Travel Management Company (TMC) providers on products, technology, and industry best practices.

Advocate for client needs internally, working with cross-functional teams to influence product strategy and overall process improvements.

Oversee key customer milestones, maintain accurate data in Salesforce, and lead the retention/cancellation save process when risks arise.

Monitor Program & Reshop Performance : Proactively track customer metrics and reshop performance, researching issues and partnering with Support teams to resolve technical concerns.

Stay engaged with travel industry trends, deliver public/internal presentations, and lead client-facing speaking engagements.

Partner with leadership to develop new customer success strategies, workflows, and team-wide projects.

Provide first-level support, onboarding guidance, and mentorship to junior CSMs prior to management escalation.

Support Cross-Functional Programs : Assist with strategic team projects, including client reference requests, marketing initiatives, and cross-departmental programs.

What you will Bring

Bachelor’s degree (or equivalent experience) with 5+ years in a consultative, strategic customer success role or within the travel industry.

Strong working knowledge of Microsoft Office (Excel, Word, PowerPoint), Google Workspace, and Salesforce; experience with video conferencing tools (Zoom, GoToMeeting).

Proficiency or strong familiarity with Power BI for data reporting (highly preferred) and Confluence (preferred).

Proven ability to deliver engaging product demonstrations and present to diverse client audiences.

Problem-Solving & Agility : Strong creative problem-solving capabilities ("out-of-the-box" solutioning) with the agility to manage shifting, ever-changing priorities.

Excellent follow-up, organizational, and time-management skills to consistently exceed customer expectations.

Exceptional interpersonal, written, and verbal communication skills across all organizational levels.