Principal Customer Success Manager – Global Strategic Accounts

Amadeus • Maitland, FL

1d

About The Position

The Principal, Customer Success Manager for Global Strategic Accounts (PCSM G1) serves as the primary, holistic point of contact for post-sale support across complex global accounts, including major brands and management companies. The PCSM G1is responsible for expanding Amadeus’ presence in strategic accounts by leveraging various Amadeus Hospitality solutions. The PCSM G1 will ensure customers gain full benefits from Amadeus products, identifying opportunities for additional products to meet customer needs, and providing proactive information to optimize product use. This role is responsible for driving adoption, value realization, and long-term satisfaction for customers with multi-layered organizational structures and multiple stakeholders. This leads to improved revenue for both customers and Amadeus. The PCSM G1 also acts as an escalation point for service concerns. The performance is evaluated based on revenue generation, customer retention, and customer satisfaction. The PCSM G1 will secure renewals by demonstrating value for Amadeus solutions and building effective relationships with our clients. The PCSM G1 must have a deep understanding of the Amadeus portfolio of products and the hospitality industry in general. Comprehensive knowledge of how brands, management companies, and ownership groups operate is crucial for success in this role. The PCSM G1 works directly with the assigned group of enterprise accounts, which hold significant revenue numbers for the company, to grow customers' revenues as well as the revenues of Amadeus. In this role you will: Cultivate relationships with stakeholders across regions and product lines to achieve retention goals and support renewals. Act as the primary global Customer Success contact, guiding clients on product optimisation and usage. Drive product adoption, proactively identify risks, and ensure continued value and satisfaction for assigned accounts. Collaborate with Regional Vice Presidents and Directors of Sales to increase Amadeus Hospitality’s penetration and revenue via upsell and cross-sell opportunities. Coordinate with internal teams for seamless renewals, contract compliance, and conflict resolution. Assess customer satisfaction, collect usage data, and share best practices to support product development and improvement. Participate in customer projects, global campaigns, and strategic initiatives to drive adoption and retention. Prepare value-driven materials for client business reviews, leveraging insights on bookings, profiles, competition, and marketing performance. Take ownership of enterprise accounts, ensuring strong relationship management and global alignment with Customer Success teams.

Requirements

• Bachelor’s degree in a related business field required or equivalent work experience
• 8 – 10 years of experience in a Customer Success role
• Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
• Detail-oriented with a bias toward action (project management experience preferred)
• Excellent written and verbal communication skills
• Motivated and goal-oriented, able to work within a team as well as individually
• Analytical mindset, able to drive conclusions from data analysis
• Ability to persuade, influence, and negotiate
• Fluent in English, second language will be an asset

Nice To Haves

• Experience in Revenue Management or Digital Agency preferred
• Experience in a sales or revenue management capacity within the hospitality industry preferred
• Detail-oriented with a bias toward action (project management experience preferred)

Responsibilities

• Strategic Relationship Management: Serve as the main post-sale contact for global accounts, developing and executing tailored Customer Success Plans to ensure regional and business unit alignment.
• Multi-Stakeholder Engagement: Coordinate with executive sponsors, regional leads, and operational teams, facilitating meetings to capture account context and co-create success strategies.
• Global Adoption & Value Realization: Drive early and ongoing product adoption, share best practices, and ensure consistent value across markets.
• Customer Health & Performance: Monitor global metrics, proactively address issues, and lead regular touchpoints, engaging experts as needed to meet technical requirements and demonstrate value.
• Thought Leadership: Organize and document best practices to support global events, customer presentations, and knowledge sharing.

Benefits

• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
• A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
• A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees