Corporate Traveler - Customer Success Manager - Boston, MA

Flight Centre•Massachusetts, MA

3d•$90,000 - $97,000•Onsite

About The Position

Corporate Traveler USA is seeking a commercially minded Customer Success Manager to own and grow a portfolio of customer accounts. The role serves as a trusted advisor to customers and is accountable for retention, revenue growth, and long-term travel program success while delivering excellent service. The manager leads strategic business reviews, identifies growth opportunities, and works closely with Sales and Operations to help customers maximize the value of their travel programs. The position is based in Boston, Massachusetts. The anticipated annual salary is $90,000, with average on-target earnings ranging from $90,000 to $97,000. Compensation depends on relevant factors including experience, geographic location, and job requirements; the stated annual salary represents total compensation excluding benefits.

Requirements

At least 2 years of experience in Customer Success, Account Management, or related B2B work.
Demonstrated success managing customer accounts with accountability for retention and growth.
Experience building customer relationships and engaging senior stakeholders.
Experience using Salesforce or a similar CRM for opportunity management, case management, and activity tracking.
Working knowledge of online booking tools such as Melon, SAP Concur, or similar platforms.

Nice To Haves

Experience in corporate travel management, a travel management company (TMC), or a related industry.
Familiarity with PowerBI, Gong, or similar analytics platforms.
College degree or equivalent advanced education.

Responsibilities

Manage a portfolio of customer accounts as the primary relationship owner and trusted advisor.
Lead proactive account management, including account planning, strategic customer engagement, review meetings, and ongoing relationship development.
Coordinate and lead new-customer Hypercare activities to support successful onboarding and long-term adoption.
Drive customer retention, program health, and revenue growth across assigned accounts.
Identify and execute opportunities to grow TTV, hotel attachment, supplier adoption, referrals, and additional services.
Conduct regular business reviews presenting program performance, savings, ROI, and future recommendations.
Own customer communications, ensuring engagement is timely, professional, and value-driven.
Respond to customer feedback, act on survey results, and partner with leadership on continuous improvement.
Maintain accurate Salesforce records, including account plans, opportunities, meetings, risk plans, and case notes.
Identify at-risk accounts and develop mitigation plans to improve retention and customer outcomes.
Build relationships with stakeholders including Travel Leads, Finance, Procurement, and executive leadership.
Collaborate with Sales and Operations to support account growth, customer success, and seamless customer experiences.
Perform other duties and tasks as assigned.
Contribute to a safe, inclusive, and accessible work environment where employees feel welcomed, respected, and supported.

Benefits

Comprehensive paid time off, including up to 15 vacation days, increasing to 20 days after 2 years; 5 sick days; 3 personal days; 1 Diversity Day; 1 Volunteer Day; and 9 recognized holidays annually.
Travel perks and discounts.
Health and wellness programs and employee financial wellness services.
National and international award nights and conferences.
Medical, dental, and vision benefits, including gender-affirming care and fertility care.
Insurance including hospital indemnity, AD&D, critical illness, and long- and short-term disability.
Flexible Spending Accounts.
Employee Assistance Program.
401(k) program with partial match.
Tuition reimbursement program.
Employee Share Plan with the ability to purchase company stock on the Australian Stock Exchange and partial company match, subject to terms and conditions.
Global career opportunities across a network of brands and businesses.
Paid Volunteer Day per calendar year.
Diversity Day paid leave to observe a holiday or cultural celebration of the employee’s choice.