Job Title
Manager, Customer Success Management
Summary:
The Customer Success Manager will lead a medium-sized Customer Success Management team dedicated to empowering customers to maximize the value of Navitaire solutions, ensuring a higher return on investment and greater business impact. CSMs leverage their knowledge and skills to support business expansion, understanding customer needs and constraints to promote early adoption and optimal usage of Navitaire products. They enable Navitaire to respond swiftly and accurately to customer needs, partner with customers to maximize adoption, and ensure positive business results post-implementation. CSMs play a vital role in the post-sales cycle, contributing to successful sales, renewals, and account expansion.
In this role you will:
Common accountabilities:
1. Responsible for the performance and results of a medium-sized team, influencing resource and policy planning, and developing team members.
2. Maintain a mid/long-term vision for activities and influence departmental strategy based on a broad understanding of the environment, involving complex decision-making.
3. Operate with a high level of autonomy, escalating issues only when necessary.
Specific accountabilities:
Drive results and alignment:
1. Promote early adoption and optimal usage of Navitaire products within their geography/perimeter.
2. Set clear expectations and targets for the team.
3. Support the Account Management team with renewals and upselling efforts.
4. Monitor performance metrics such as customer satisfaction, solution adoption, usage, value delivered, churn, and growth, and implement corrective actions as needed.
5. Ensure alignment with stakeholders to secure the best customer experience and intervene in critical retention cases.
Talent Management and Engagement:
1. Lead, coach, and mentor a team of Customer Success Managers to achieve their goals.
2. Guide team members on best practices, ensuring the customer success model is properly applied.
3. Ensure the team has access to necessary tools, metrics, and permissions for optimal performance.
4. Support career development and growth of team members.
About the ideal candidate:
1. Experience in Business Administration, Information Technology, or a related field is highly desirable.
2. 7+ years in Customer Success, Account Management, or related roles, including 2–3 years in leadership.
3. Experience leading remote and distributed teams, driving collaboration and results across locations.
4. Knowledge of customer onboarding, adoption, and renewal strategies, with an emphasis on long-term value creation for enterprise clients.
5. Proficiency in developing customer success plans, analyzing data, and managing risks proactively.
6. Strong communication and stakeholder management skills, with the ability to influence at all levels.
What we can offer you:
* Comprehensive rewards package including bonus, equity, pension, insurance, and allowances.
* A truly global environment with diverse processes and culture.
* Opportunities for continuous learning through various training and interactions.
* A supportive, caring work environment that promotes work-life balance.
* Flexible working arrangements.
* A diverse and inclusive community fostering innovation and collaboration.
* Trust and reliability as core values.
* Participation in a meaningful mission to shape the future of travel.
Join us to advance your career and make a meaningful impact on our products and user experience!
Diversity & Inclusion
Amadeus is committed to leading in Diversity, Equity, and Inclusion, fostering a culture of belonging, attracting talent from all backgrounds, and providing an inclusive employee experience.
We are an equal opportunity employer. All qualified applicants will receive consideration regardless of gender, race, ethnicity, sexual orientation, age, beliefs, disability, or other protected characteristics.
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