Senior Customer Success Manager - Corporate Travel

About the role

Corporate Traveler, a brand of Flight Centre Travel Group, is looking for a Senior Customer Success Manager in New York to own and grow a portfolio of complex, high-value client accounts. The role drives retention, revenue growth and long-term strategic partnerships, working with Customer Success, Sales and Onboarding teams.

Key responsibilities

• Own proactive account management, including account planning, outreach, business reviews and strategic engagement
• Lead new customer Hypercare programs with the Onboarding team
• Develop retention, growth and risk management strategies, and identify at-risk accounts
• Drive total transaction value, hotel attachment, preferred supplier adoption, leakage capture and commission yield
• Build business reviews with financial insights and savings narratives, and deliver savings reporting and rebate visibility
• Manage escalations and multi-stakeholder relationships, including executives
• Maintain accurate Salesforce records and support Sales and Customer Success alignment on new business and cross-sell
• Contribute to coaching, mentoring, process improvement and represent Customer Success in regional and national initiatives

Required profile

• Minimum 3 years in Customer Success, Account Management or a related B2B or travel role
• Track record managing complex accounts with measurable retention and growth results
• Experience handling escalations, presenting to senior leaders and building executive relationships
• Strong financial acumen, including building savings reports and growth narratives
• Preferred: corporate travel, TMC or related experience, mentoring experience, college degree

Required skills

• Salesforce
• PowerBI, Gong or similar reporting and CRM tools
• Online booking tools such as Melon, SAP Concur or equivalent

What we offer

• Stated annual salary of $100,000 - $105,000, depending on experience, location and requirements
• 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