Customer Success Manager

About the role

ALTOUR has an exciting opportunity for an experienced, client-focused Customer Success Manager to manage travel clients and increase adoption of our OBT, Altour One! The ideal candidate will come from the corporate travel management industry and will drive activation, adoption, retention, and growth across a pooled portfolio in a digital-first environment.

Responsibilities

• Guide customers to self-serve through ALTOUR ONE and related tools; spot growth signals and risks; coordinate with the pooled offline desk only when needed.
• Help incubate accounts for graduation into higher tiers as usage and complexity increase.
• Monitor usage and spend trends; act on signals for churn risk and growth opportunity.
• Coach customers to achieve high OBT adoption (target 80%+, current: TBD) and use self-serve reporting.
• Run targeted outreach and nudges; partner with Marketing on lifecycle campaigns.
• Triage non-booking questions and coordinate escalations to the offline desk for complex air.
• Capture voice-of-customer; feed insights to Product, Supplier Relations, and Comm Ops.
• Hit portfolio KPIs: activation in 30/60/90, adoption %, NRR, CSAT/Digital NPS.

Requirements

• 3–5+ years in Customer Success/Account Management in travel or SaaS-like environments.
• Comfortable with dashboards and basic analysis; turns data into next-best actions.
• Excellent written/verbal communication and customer education skills.
• Organized portfolio manager who thrives in standardized, digital-first workflows.
• Bias to automation; champions change that reduces effort for customers and teams.

Benefits

• Choice of two medical plans and two dental plans, vision insurance.
• Flexible spending accounts (FSAs).
• Company-paid life insurance and AD&D, optional additional life insurance and AD&D.
• Disability insurance.
• Paid parental leave, paid time off.
• 401k Plan with company match.
• Discounted employee travel options.
• Access to LinkedIn Learning webinars and courses.
• Discounted pet insurance and auto, home, & renters insurance.

Pay

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working. This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.