Owning client success outcomes, ensuring high client satisfaction, adoption, and product engagement.
Championing the client voice to influence product roadmaps and feature prioritization.
Developing tailored client product roadmaps aligned with client goals and company OKRs.
Driving client-centric product partnerships and identify new product opportunities.
Support insight-led decision-making through integration of client and market data (Client 360).
Leading product adoption and migration efforts across global client ecosystems.
Collaborating with cross-functional teams to align on client needs and represent them at senior levels.
Tracking and reporting ROI to ensure value from product innovation and development efforts.
Contributing to product-market fit assessments across the global roadmap pipeline.
Leading cross-functional initiatives and manage multi-stream projects as needed.
Assisting with testing, product setup, feedback loops, and client troubleshooting.
Helping scale the Product Client Success function by creating repeatable, high-quality processes.

Proven results in a Client Success or Product Client Success role, ideally within a high-growth or product-led B2B environment.
Experience working within or closely alongside Product, Marketing and Commercial teams to deliver product adoption and related strategies.
Understanding of Client Product-Led Growth and how it supports sales, retention, and our roadmap development.
Experience working with major enterprise clients, partnerships, and/or global platform businesses in either the B2B or consumer travel space or financial industry (preferred, but not essential).
Familiarity, but not being tied down, with agile delivery models.
Demonstrated ability to deliver high-impact client product experiences across diverse portfolios at scale.
Comfort working across global and virtual teams, with an appreciation for regional nuance and cultural dynamics.

Flexible and hybrid working options
Work from anywhere – 8 weeks a year
Generous parental leave and family-friendly policies
Career development, mentorship, and training
A supportive, inclusive culture with employee resource groups and diversity initiatives.

Senior Client Success Manager

Key skills