Customer Success Manager

Range

21d•$80

About The Position

At Range Group we believe in the power of the professional travel advisor. We represent over $4.5 billion in annual travel sales. All our investments stem from a common thesis, that travel advisors add real value to a trip. Travel advisors when equipped with technology and 24/7 support are irreplaceable. Equally important is our philanthropy. Range Foundation channels 10% of group profits to social impact. From exploration grants, improved access to education, new discoveries on sea and land, cultural infrastructure, and helping our global neighbors in times of need — we are investing to build a better future. Role Summary: The Customer Success Manager (CSM) is responsible for retaining, growing, and optimizing corporate travel programs across a portfolio of clients. This role ensures clients realize full value from their travel program while identifying opportunities to increase adoption, expand services, and drive incremental revenue. The CSM acts as a strategic advisor, not just a service contact—owning the client relationship post-sale and aligning program performance with client business objectives.

Requirements

5+ years in corporate travel, account management, or customer success
Experience within a Travel Management Company (TMC) strongly preferred
Strong understanding of:
Corporate travel programs
GDS / booking tools / travel technology
Supplier negotiations and travel policies
Proven ability to manage and grow client relationships
Commercial mindset (revenue + retention focused)
Analytical and data-driven decision making
Strong communication and executive presence
Problem-solving and proactive account management
Ability to influence stakeholders across multiple levels

Responsibilities

Client Retention & Relationship Management
Own and manage a portfolio of corporate travel clients
Build strong relationships with key stakeholders (travel managers, procurement, finance, executive sponsors)
Lead Annual Business Reviews (ABRs) with clear performance metrics and forward-looking plans
Proactively identify risks and execute retention strategies
Keep CRM up to date as per company policy
Revenue Growth & Account Expansion
Identify and drive upsell and cross-sell opportunities (e.g., Concierge/Entourage services, meetings & events, consulting services)
Expand program reach across client organizations (“turn over every leaf”)
Partner with Sales (BDMs) on expansion opportunities and RFP renewals
Contribute directly to incremental revenue targets within existing accounts
Program Optimization & Adoption
Monitor and improve contracted vs. transacted performance
Drive adoption of online booking tools, preferred suppliers, and travel policies
Analyze travel data to uncover savings, leakage, and optimization opportunities
Deliver actionable insights using reporting tools (e.g., analytics platforms)
Operational Excellence
Act as the primary escalation point for service-related issues working closely with our operations teams
Coordinate with Operations, Implementation, and Supplier Relations teams
Ensure SLAs are met and service delivery aligns with client expectations
Support onboarding and ensure a smooth transition to active program usage
Consultative Advisory
Provide strategic guidance on:
Travel policy development and compliance
Supplier sourcing (air, hotel, car)
Duty of care and risk management
Cost control and program efficiency
Position the CSM as a trusted advisor, not just an account manager