Manager, Customer Success Management.

Amadeus • Miami, FL

5d • 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 North America. The Manager, Customer Success Management is responsible for managing medium and large customers and helping them maximize the value of Amadeus solutions, their return on investment, and business impact. The role brings expertise to support customer business expansion, understands customer needs and constraints, and promotes early adoption and effective use of Amadeus products. Customer Success Managers partner with customers to increase adoption and help them achieve business outcomes quickly after implementation.

The role leads the post-sales cycle and contributes to successful sales completion, renewals, and account expansion. It drives alignment and goal-setting with customers, develops success plans and stakeholder maps, supports implementation readiness, and helps ensure adoption and customer health. The role also coordinates internal expertise to address technical challenges and supports Account Management with renewal preparation and expansion opportunities.

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.
• Ability to extract and present the value of solutions to customers.
• Strong communication skills, including the ability to explain complex technical information in accessible terms to non-technical stakeholders.
• Problem-solving mentality and proactive, strategic mindset.
• Business acumen and ability to anticipate challenges and risks.
• Ability to track the sales lifecycle; the role is not responsible for pricing or contractual negotiations.
• Ability to build teamwork and create a core account team for the assigned portfolio.
• Some project management skills.
• Proficiency in Excel and PowerPoint.

Nice To Haves

• Prior travel experience.
• Some knowledge of AI and willingness to apply it.

Responsibilities

• Drive upfront customer alignment and goal-setting.
• Participate in internal handover meetings organized by Account Management to understand the account plan and customer context.
• Coordinate Amadeus engagement with customers during goal-setting and program design, including agreeing on KPIs, tracking methods, and program elements with key decision makers.
• Co-create success plans with buyers and decision makers that document value-driving outcomes.
• Set expectations for the engagement model, build stakeholder maps, explain the Customer Success Manager’s role, and communicate implementation resource requirements and risks based on customer deployment readiness.
• Support early adoption and product usage by sharing implementation progress with key decision makers and working 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 user and administrator login rates and active-user numbers, and help resolve adoption barriers.
• Share helpful resources and collateral with administrators during early deployment.
• Monitor customer health metrics, contact customers when metrics fall below target, and identify ways to improve adoption.
• Lead monthly, mid-year, and annual business reviews to assess progress against the success charter and KPIs and identify improvement opportunities.
• Coordinate support when customers encounter technical challenges by engaging relevant experts and providing progress updates.
• Identify upsell and expansion opportunities and engage the Pre-Sales and Account Management teams.
• Check in with Account Management about account-growth opportunities aligned with the account plan and ways to address growth bottlenecks.
• Support Account Management in renewal preparation by sharing customer progress toward value and 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 and online learning hubs with technical and soft-skills training.
• Attractive rewards package including salary, bonus, equity, and benefits.

What This Job Offers

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