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 derive maximum value from the travel management platform.
Role type
Customer Success Manager (SaaS)
Builds
Cloud-based management system for the travel industry
Domain
Travel technology / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer success principles, structured onboarding project management, account health monitoring, contract renewal management, cross-functional partnership, SaaS environment experience, B2B high-value customer support
Preferred skills
Travel industry experience, customer escalation handling, adoption strategy guidance, AI tool proficiency (Copilot, Claude, ChatGPT)
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 account changes and issue outcomes; Provide guidance on product features and best practices to maximize usage.
Seniority
Mid-level, hands-on IC