Customer Success Manager
Core
Serve as the main point of contact for a portfolio of clients, guiding them from post-sale onboarding through go-live, product adoption, and long-term success to ensure they achieve business goals.
Role type
Customer Success Manager (SaaS)
Builds
Cloud-based management system for the travel industry
Domain
Travel technology / SaaS
Required skills
Customer success principles, structured onboarding project management, account health monitoring, contract renewal management, cross-functional partnership, SaaS product knowledge, B2B enterprise customer management, problem-solving, AI tool proficiency
Preferred skills
Tour operator/travel industry experience, customer escalations handling, implementation software launch support, account-change processes
Technologies
GUIDEcx, Copilot, Claude, ChatGPT
Responsibilities
Guide newly onboarding customers through structured workflows including milestone tracking and go-live readiness; Monitor customer health and adoption to identify retention risks; Coordinate customer issues requiring support beyond standard troubleshooting; Support renewal and contract calendar management; Maintain accurate records of customer communications and account changes in applicable systems.
Seniority
Mid-level, hands-on IC