Customer Success Manager

About the role

A distinguished travel organization is seeking a Customer Success Manager to join its esteemed onsite team in Austin, TX. This role offers an exceptional opportunity to serve as the principal relationship manager for clients throughout their travel experience, ensuring every interaction is handled with empathy, professionalism, and meticulous attention to detail. You will deliver exemplary customer experiences, cultivate enduring relationships, and guide clients through every phase of their journeys with warmth and bespoke support. Working closely with Travel Advisors, Tour Coordinators, Operations teams, and Marketing, you will help create seamless experiences, share valuable feedback, and continuously enhance service quality. You will also benefit from an inclusive and supportive workplace that encourages collaboration, knowledge sharing, and personal development while recognizing your interpersonal expertise, technical skills, and contribution to client satisfaction and retention.

Responsibilities

• Serve as the primary client contact throughout the travel journey, providing empathetic support, tailored service, and timely resolutions.
• Conduct pre-travel consultations, maintain consistent communication, and ensure clients feel prepared and supported at every stage.
• Resolve routine matters independently, escalate complex issues appropriately, and complete all commitments and follow-up actions promptly.
• Maintain accurate CRM records, gather post-tour feedback, monitor satisfaction metrics, and report insights that support service improvements.
• Collaborate with Travel Advisors, Tour Coordinators, Operations, and Marketing on campaigns, testimonials, promotions, and product enhancements.

Requirements

• At least three years of experience in Customer Success, Account Management, Hospitality, Tourism, or Client Services, with a strong record of managing client relationships.
• Communicate clearly and professionally by phone and in writing, using a warm approach that builds trust with clients.
• Apply sound judgment, critical thinking, and attention to detail when assessing situations, maintaining records, coordinating follow-ups, and escalating issues.
• Demonstrate strong organizational skills, initiative, and consistent follow-through while independently managing multiple priorities and collaborating across teams.
• Use Microsoft Office, CRM systems, and SharePoint confidently; travel-industry experience and knowledge of retention, engagement, and loyalty strategies are highly desirable.

Benefits

With fifty plus years of experience, the organization creates exceptional travel experiences through compassionate service and values employees who build genuine relationships with clients, colleagues, and partners. Its inclusive, collaborative culture offers training, skill development, knowledge sharing, and cross-departmental opportunities that support professional growth. By welcoming employee feedback and celebrating teamwork, empathy, and dependability, the company continuously improves its products, services, and processes for travelers worldwide.