Senior Customer Success Manager (Travel)

• Senior Customer Success Managers are responsible for the post-sales success of a portfolio of customers
• As a Sr. CSM, the employee is responsible for making the value of the solution visible to the customers while looking for additional opportunities for the customer to expand their services and products to achieve their goals
• The Sr. CSM is also responsible for driving customer adoption and success by providing usage/adoption recommendations, performing Business Reviews and delivering an industry leading customer experience
• Own ultimate responsibility for account health, retention, and expansion across an assigned enterprise client base while proactively identifying and mitigating churn risks
• Build long-term, trusted relationships with C-suite stakeholders, conducting consultative Executive Business Reviews (EBRs) to uncover travel program savings and optimization opportunities
• Troubleshoot complex customer situations, act as the primary escalation point for critical issues, and collaborate with internal teams to drive swift resolutions
• Educate clients, new users, and Travel Management Company (TMC) providers on products, technology, and industry best practices
• Advocate for client needs internally, working with cross-functional teams to influence product strategy and overall process improvements
• Oversee key customer milestones, maintain accurate data in Salesforce, and lead the retention/cancellation save process when risks arise
• Monitor Program & Reshop Performance: Proactively track customer metrics and reshop performance, researching issues and partnering with Support teams to resolve technical concerns
• Stay engaged with travel industry trends, deliver public/internal presentations, and lead client-facing speaking engagements
• Partner with leadership to develop new customer success strategies, workflows, and team-wide projects
• Provide first-level support, onboarding guidance, and mentorship to junior CSMs prior to management escalation
• Support Cross-Functional Programs: Assist with strategic team projects, including client reference requests, marketing initiatives, and cross-departmental programs

Benefits

• Flexible spending accounts
• Generous paid time off for every employee and flexible work schedules
• Paid leave for new parents
• Volunteering opportunities
• Health savings accounts (HSA)
• Medical, dental, vision, disability and life insurance plans
• Generous match to pre- or post-tax retirement savings accounts
• Financial planning services
• Program in partnership with eCornell to grow their knowledge and their careers
• Delicious supply of snacks and beverages
• Quarterly outings and Friday get-togethers to build a strong community at work

Preferred experience

• Problem-Solving & Agility: Strong creative problem-solving capabilities (“out-of-the-box” solutioning) with the agility to manage shifting, ever-changing priorities
• Proficiency or strong familiarity with Power BI for data reporting (highly preferred) and Confluence (preferred)
• Exceptional interpersonal, written, and verbal communication skills across all organizational levels
• Excellent follow-up, organizational, and time-management skills to consistently exceed customer expectations
• Strong working knowledge of Microsoft Office (Excel, Word, PowerPoint), Google Workspace, and Salesforce; experience with video conferencing tools (Zoom, GoToMeeting)
• Proven ability to deliver engaging product demonstrations and present to diverse client audiences
• 5+ years in a consultative, strategic customer success role or within the travel industry
• Bachelor’s degree (or equivalent experience)