Customer Success Manager

Internova Travel Group•Remote,

13d•$53,462 - $87,712•Remote

About The Position

At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News). Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive. We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey. Click here for more information about Altour.

Requirements

3–5+ years in Customer Success/Account Management in travel or SaaS-like environments.
Comfortable with dashboards and basic analysis; turns data into next-best actions.
Excellent written/verbal communication and customer education skills.
Organized portfolio manager who thrives in standardized, digital-first workflows.
Bias to automation; champions change that reduces effort for customers and teams.

Responsibilities

Manage travel clients and increase adoption of our OBT, Altour One!
Drive activation, adoption, retention, and growth across a pooled portfolio in a digital-first environment.
Guide customers to self-serve through ALTOUR ONE and related tools.
Spot growth signals and risks.
Coordinate with the pooled offline desk only when needed.
Help incubate accounts for graduation into higher tiers as usage and complexity increase.
Monitor usage and spend trends; act on signals for churn risk and growth opportunity.
Coach customers to achieve high OBT adoption (target 80%+, current: TBD) and use self-serve reporting.
Run targeted outreach and nudges; partner with Marketing on lifecycle campaigns.
Triage non-booking questions and coordinate escalations to the offline desk for complex air.
Capture voice-of-customer; feed insights to Product, Supplier Relations, and Comm Ops.
Hit portfolio KPIs: activation in 30/60/90, adoption %, NRR, CSAT/Digital NPS.