Corporate Traveler - Senior Customer Success Manager - New York, NY

Flight Centre•New York, NY

3d•$100,000 - $105,000•Onsite

About The Position

Corporate Traveler USA is seeking a Senior Customer Success Manager to own and grow a portfolio of complex, high-value client accounts. The role drives retention, revenue growth, and long-term strategic partnerships while delivering exceptional customer outcomes. It works across Customer Success, Sales, and Onboarding, using commercial acumen, executive presence, and technology expertise to create measurable business impact. The position also offers opportunities to influence client success, mentor colleagues, and contribute to the development of a high-performing Customer Success function. The role is located in New York, NY. The anticipated annual salary is $100,000–$105,000, with base salary dependent on relevant factors including experience, geographic location, and job requirements.

Requirements

At least 3 years of Customer Success, Account Management, or related experience in a B2B or travel environment.
Proven track record managing complex accounts with measurable retention and growth outcomes.
Demonstrated success handling customer escalations and multi-stakeholder relationships.
Experience presenting to senior leaders and executive stakeholders.
Strong financial acumen, including experience creating savings reports and growth narratives.
Experience using Salesforce, PowerBI, Gong, or similar reporting and CRM tools.
Strong working knowledge of online booking tools, such as Melon, SAP Concur, or equivalent platforms.
Ability to analyze data and translate insights into actionable customer strategies.

Nice To Haves

Experience in corporate travel management, a travel management company (TMC), or a related industry.
Experience mentoring or coaching Customer Success colleagues.
College degree or equivalent advanced degree.

Responsibilities

Own proactive account management across a complex portfolio, including account planning, customer outreach, business reviews, and strategic engagement activities.
Lead new-customer Hypercare programs with the Onboarding team to drive adoption and long-term success.
Develop and execute customer retention, growth, and risk-management strategies.
Drive total transaction value growth, hotel attachment, preferred-supplier adoption, leakage capture, and commission-yield performance.
Build and present business reviews with financial insights, savings narratives, and strategic recommendations.
Manage customer escalations, complex account issues, and multi-stakeholder relationships.
Maintain accurate Salesforce records, including opportunities, account plans, meetings, risk plans, and case notes.
Identify at-risk accounts and implement proactive recovery and retention plans.
Build relationships across customer organizations, including with executive stakeholders.
Deliver savings reporting, rebate visibility, share-shift recommendations, and strategic financial insights.
Maintain expertise in Melon OBT, Workspace, Salesforce, and related customer-facing technologies.
Support Sales and Customer Success alignment on new business wins, cross-sell opportunities, and account-growth initiatives.
Contribute to coaching, mentoring, process improvements, and Customer Success best practices.
Represent Customer Success in regional meetings and national initiatives.
Perform other duties and tasks as assigned.
Contribute to a safe, inclusive, and accessible work environment where employees feel welcomed, respected, and supported.

Benefits

Paid time off, including up to 15 vacation days (increasing to 20 days after 2 years), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually.
Travel perks and discounts.
Health and wellness programs and employee financial wellness services.
National and international award nights and conferences.
Medical, dental, and vision benefits, including gender-affirming care and fertility care.
Insurance including hospital indemnity, AD&D, critical illness, and long- and short-term disability.
Flexible Spending Accounts.
Employee Assistance Program.
401(k) program with partial match.
Tuition reimbursement program.
Employee Share Plan, allowing purchase of company stock on the Australian Stock Exchange with partial company match, subject to terms and conditions.
Global career opportunities across a network of brands and businesses.
Paid Volunteer Day per calendar year.
Diversity Day paid leave to observe a holiday or cultural celebration of the employee's choice.
Professional and personal development support.
Employee Resource Groups and DEI education initiatives.