Manager, Customer Success Management

Amadeus North America•Dallas, TX

3d•Remote

About The Position

Amadeus Cytric is a dynamic and rapidly growing business unit within Amadeus, committed to redefining corporate travel and expense management. With over 800 professionals globally, we combine the agility and innovation of a SaaS scale-up with the global reach and strength of Amadeus, the world leader in travel technology. Our vision is to create the most intelligent, connected, and sustainable corporate travel ecosystem — delivering a seamless and intuitive experience for enterprises and their travelers. The Manager, Customer Success Management role will own the post-sale customer lifecycle for a portfolio of North American enterprise clients. This role is responsible for driving adoption, retention, expansion, and long-term strategic value realization of Cytric solutions. The ideal candidate will serve as a trusted advisor to enterprise travel, procurement, finance, and IT stakeholders — ensuring customers achieve measurable outcomes aligned to their corporate travel and expense strategies. This individual will partner closely with Sales, Product, Support, and TMC partners to deliver a cohesive customer experience. This is a highly visible, customer-facing role focused on revenue protection and growth within the installed base.

Requirements

Strong understanding of enterprise travel programs and Travel Management Companies (TMCs)
Experience with online booking tools and travel distribution systems (GDS knowledge preferred)
Experience in corporate travel technology, expense management, or adjacent B2B SaaS industries
5–8+ years in Customer Success, Account Management, or Strategic Account roles
Experience managing enterprise SaaS accounts with recurring revenue responsibility
Demonstrated success driving renewals and expansion within complex accounts
Experience working in global, matrixed organizations preferred
Executive presence and ability to engage VP- and C-level stakeholders
Strong commercial acumen with understanding of ARR, retention, and expansion metrics
Data-driven decision making using customer health and adoption insights
Exceptional communication and relationship-building skills
Ability to influence cross-functionally without direct authority
Proactive, ownership mindset with strong operational discipline

Responsibilities

Own a portfolio of enterprise customers across the US market
Lead onboarding coordination and ensure seamless transition from Sales to Customer Success
Develop and execute customer success plans aligned to client objectives and KPIs
Conduct regular business reviews (QBRs / EBRs) with executive stakeholders
Monitor health metrics, adoption trends, and usage data to proactively mitigate risk
Drive product adoption across traveler populations, travel managers, and administrators
Identify opportunities to optimize workflows, automation, AI capabilities, and integrations
Ensure customers realize time-to-value and ROI aligned to contractual objectives
Support change management initiatives during rollouts and program expansions
Promote best practices across booking, servicing, expense integration, and reporting
Drive renewal strategy in partnership with Account Executives
Identify and develop expansion opportunities including additional modules, markets, or services
Protect ARR through proactive engagement and executive alignment
Manage commercial risk signals and coordinate mitigation strategies internally
Partner with Sales to support upsell and cross-sell opportunities
Provide structured customer feedback to Product to influence roadmap priorities
Coordinate with Support and Professional Services to ensure timely issue resolution
Collaborate with TMC partners to ensure operational alignment
Act as customer advocate internally within Amadeus
Maintain deep understanding of the North American managed travel ecosystem
Stay current on corporate travel trends, compliance considerations, AI innovation, and distribution evolution
Represent Cytric at industry events and customer forums as needed