Customer Success Manager - Corporate Travel

About the role

Corporate Traveler, a brand of Flight Centre Travel Group, is looking for a commercially minded Customer Success Manager in New York to own and grow a portfolio of customer accounts. As the trusted advisor for your customers, you will drive retention, revenue growth and long-term program success, lead strategic business reviews and partner with Sales and Operations to help customers get the most value from their travel programs.

Key responsibilities

• Manage a portfolio of customer accounts as the primary relationship owner and trusted advisor
• Run account planning, strategic engagement, review meetings and ongoing relationship development
• Lead new customer Hypercare to ensure successful onboarding and adoption
• Drive retention, program health and revenue growth, and identify opportunities for TTV growth, hotel attachment, supplier adoption, referrals and additional services
• Hold regular business reviews covering performance, savings, ROI and recommendations
• Own customer communications and respond to feedback and survey results
• Maintain accurate Salesforce records and build mitigation plans for at-risk accounts
• Engage Travel Leads, Finance, Procurement and executive leadership, and work with Sales and Operations

Required profile

• Minimum 2 years of Customer Success, Account Management or related B2B experience
• Proven success managing accounts with accountability for retention and growth
• Experience building relationships with customers and engaging senior stakeholders
• Preferred: corporate travel management, TMC or related industry experience
• Preferred: college degree or equivalent advanced education

Required skills

• Salesforce or similar CRM for opportunity, case and activity management
• Working knowledge of online booking tools such as Melon, SAP Concur or similar
• Preferred: PowerBI, Gong or similar analytics platforms

What we offer

• Anticipated annual salary of $90,000, with on-target earnings of $90,000-$97,000
• Paid time off including up to 15 vacation days, 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day and 9 holidays
• Travel perks and discounts, health and wellness programs, and insurance including medical, dental, vision and disability coverage
• Flexible spending accounts, 401k with partial match, tuition reimbursement and an employee share plan
• Employee assistance program, award nights and conferences, and global career opportunities