Enterprise Customer Success Manager (Travel)

What You'll Do

• Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and execution
• Manage complex integration cycles with each Enterprise customers; developing key relationships and executing within customer subteams (Finance, HR, etc.)
• Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
• Work closely with your Account Executive counterpart to develop a joint success plan for your customers
• Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
• Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
• Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
• Work closely with Product and Engineering on identification/tracking of enhancement requests
• Handle escalations and work across teams to resolve issues
• Improve upon our existing approaches to customer engagement and account management leveraging our CS platform

What We're Looking For

• 5+ years of experience in Enterprise Customer Success Management
• 3+ years of experience in the travel industry or travel-related company
• Excellent project management and organizational skills in a high-pressure environment, working with high-value customers
• Ability to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
• High energy, go-getter with fresh ideas who takes the initiative to get things done
• Bachelor’s degree preferred or similar working experience

Pay

The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity.

Candidates may receive more information from the recruiter. Pay Range: $116,000 USD - $175,000 USD