Manager, Customer Success Management.

Amadeus • Miami, FL

6d • Hybrid

About The Position

Customer Success Management for travel sellers is responsible for upsell and cross-sell lead generation, account retention, and revenue realization for retail and business travel agencies in NORAM. The Manager, Customer Success Management role manages medium and large customers, helping them realize the value of Amadeus solutions and achieve stronger returns on investment and business impact.

The role involves understanding customer needs and constraints, promoting early adoption and effective use of Amadeus products, and partnering with customers to achieve business outcomes after implementation. Customer Success Managers lead the post-sales cycle and contribute to successful sales completion, renewals, and account expansion.

The manager drives customer alignment and success planning, supports adoption and customer health, coordinates responses to technical challenges, and works with Account Management and Pre-Sales on renewal and expansion opportunities. The position requires strong customer-facing communication, problem-solving, strategic thinking, business acumen, and coordination skills.

Requirements

• Bachelor’s degree in business, engineering, technology, or equivalent work experience.
• At least 7 years of successful customer-facing experience engaging stakeholders at all levels.
• Curiosity about and knowledge of Amadeus solutions, with the ability to extract and present their value to customers.
• Strong communication skills, including the ability to explain complex technical information in accessible language for non-technical stakeholders.
• Problem-solving mentality and a proactive, strategic mindset.
• Business acumen and ability to anticipate challenges and risks.
• Ability to track the sales lifecycle, although the role is not responsible for pricing or contractual negotiations.
• Ability to build a core account team for a portfolio and apply project management skills.
• Proficiency with Excel and PowerPoint.
• Knowledge of AI and willingness to apply it.
• Ability to develop networks internally and with customers.

Nice To Haves

• Prior travel industry experience.

Responsibilities

• Drive upfront customer alignment and goal-setting.
• Participate in internal handover meetings organized by Account Management to understand account plans and customer context.
• Coordinate Amadeus roles in customer goal-setting and program design, including agreement on KPIs, tracking methods, and program elements with key decision-makers.
• Co-create success plans with buyers and decision-makers, documenting program outcomes that drive value.
• Set expectations for the engagement model, build stakeholder maps, explain the CSM role, and communicate implementation resource requirements and risks based on customer deployment readiness.
• Share implementation progress with key buyers and decision-makers in coordination with the implementation team.
• Lead the final go-live meeting with key administrators and decision-makers after implementation.
• Proactively check in during the first 90 days after launch, review usage data, and identify practical ways to increase adoption.
• Share resources and collateral with administrators during early deployment.
• Review customer health metrics, reach out when metrics fall below target, and address ways to improve adoption.
• Lead monthly, mid-year, and annual business reviews to assess progress toward customer value and identify improvement opportunities using success charters, KPI tracking, and automated dashboards.
• Coordinate support when customers face technical challenges by engaging relevant experts and sharing progress updates.
• Identify upsell and expansion opportunities and engage relevant Pre-Sales and Account Management teams.
• Check in regularly with Account Management about account growth opportunities and obstacles, in line with the account plan.
• Support Account Management with renewal preparation by sharing customer progress toward value as documented in the Customer Success Plan.

Benefits

• Competitive remuneration.
• Individual and company annual bonus.
• Paid vacation and holiday time off.
• Health insurance and other competitive benefits.
• Hybrid working model.
• Professional development through online learning hubs offering technical and soft-skills training.
• Learning opportunities through on-the-job training, formal learning activities, and day-to-day interactions.
• Attractive rewards package that may include salary, bonus, equity, and benefits.
• Supportive and caring work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager