Amadeus

Manager, Customer Success Management

Amadeus

full-time

Posted on:

Location Type: Remote

Location: Illinois • Minnesota • United States

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About the role

  • Own a portfolio of enterprise customers across the US market
  • Lead onboarding coordination and ensure seamless transition from Sales to Customer Success
  • Develop and execute customer success plans aligned to client objectives and KPIs
  • Conduct regular business reviews (QBRs / EBRs) with executive stakeholders
  • Monitor health metrics, adoption trends, and usage data to proactively mitigate risk
  • Drive product adoption across traveler populations, travel managers, and administrators
  • Identify opportunities to optimize workflows, automation, AI capabilities, and integrations
  • Ensure customers realize time-to-value and ROI aligned to contractual objectives
  • Support change management initiatives during rollouts and program expansions
  • Promote best practices across booking, servicing, expense integration, and reporting
  • Drive renewal strategy in partnership with Account Executives
  • Identify and develop expansion opportunities including additional modules, markets, or services
  • Protect ARR through proactive engagement and executive alignment
  • Manage commercial risk signals and coordinate mitigation strategies internally
  • Partner with Sales to support upsell and cross-sell opportunities
  • Provide structured customer feedback to Product to influence roadmap priorities
  • Coordinate with Support and Professional Services to ensure timely issue resolution
  • Collaborate with TMC partners to ensure operational alignment
  • Act as customer advocate internally within Amadeus
  • Maintain deep understanding of the North American managed travel ecosystem
  • Stay current on corporate travel trends, compliance considerations, AI innovation, and distribution evolution
  • Represent Cytric at industry events and customer forums as needed

Requirements

  • Strong understanding of enterprise travel programs and Travel Management Companies (TMCs)
  • Experience with online booking tools and travel distribution systems (GDS knowledge preferred)
  • Experience in corporate travel technology, expense management, or adjacent B2B SaaS industries
  • 5–8+ years in Customer Success, Account Management, or Strategic Account roles
  • Experience managing enterprise SaaS accounts with recurring revenue responsibility
  • Demonstrated success driving renewals and expansion within complex accounts
  • Experience working in global, matrixed organizations preferred
  • Executive presence and ability to engage VP- and C-level stakeholders
  • Strong commercial acumen with understanding of ARR, retention, and expansion metrics
  • Data-driven decision making using customer health and adoption insights
  • Exceptional communication and relationship-building skills
  • Ability to influence cross-functionally without direct authority
  • Proactive, ownership mindset with strong operational discipline.
Benefits
  • A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
  • A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
  • Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
  • A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
  • A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
  • A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
  • A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
  • A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success plansbusiness reviewshealth metrics monitoringworkflow optimizationautomationAI capabilitiesGDS knowledgecorporate travel technologyexpense managementSaaS
Soft Skills
executive presencecommunication skillsrelationship-buildinginfluence without authorityproactive mindsetownership mindsetoperational disciplinecommercial acumendata-driven decision makingcollaboration