Franchise Success Manager – Chicago Area Preferred
WIN Home Inspection
Customer Success Manager
Internova Travel Group
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $53,462 - $87,712 per year
Job Level
Mid-LevelSenior
About the role
- Champion the introduction of an innovative, customer-friendly product designed to streamline reservations
- Drive activation, adoption, retention, and growth across a pooled portfolio in a digital-first environment
- 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
- 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)
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysiscustomer successaccount managementportfolio managementautomationdigital workflowscustomer educationKPI trackingcustomer retention strategiesself-service tools
Soft skills
communicationorganizationcoachingproblem-solvingadaptabilitycustomer advocacycollaborationstrategic thinkingattention to detailchange management
