Senior Customer Success Manager (Travel)
Core
Own ultimate responsibility for account health, retention, and expansion across an assigned enterprise client base while proactively identifying and mitigating churn risks.
Role type
Senior Customer Success Manager (Travel)
Builds
AI-powered expense intelligence platform for enterprise financial operations
Domain
Travel industry + Enterprise SaaS
Required skills
consultative account management, executive stakeholder engagement, churn risk mitigation, travel program optimization, TMC provider education, internal advocacy, Salesforce data management, public speaking, junior mentorship
Preferred skills
Power BI data reporting, Confluence proficiency
Technologies
Salesforce, Microsoft Office, Google Workspace, Zoom, GoToMeeting, Power BI, Confluence
Responsibilities
Conduct consultative Executive Business Reviews (EBRs) to uncover travel program savings, troubleshoot complex customer situations as primary escalation point, educate clients and TMC providers on products and best practices, advocate for client needs to influence product strategy, monitor Program & Reshop Performance metrics, deliver public/internal presentations and client-facing speaking engagements, partner with leadership to develop customer success strategies, provide first-level support and mentorship to junior CSMs
Seniority
Senior, hands-on IC
