Manager, Customer Success Management

Role Overview

• Own a portfolio of enterprise customers across the US market
• Lead onboarding coordination and ensure seamless transition from Sales to Customer Success
• Develop and execute customer success plans aligned to client objectives and KPIs
• Conduct regular business reviews (QBRs / EBRs) with executive stakeholders
• Monitor health metrics, adoption trends, and usage data to proactively mitigate risk
• Drive product adoption across traveler populations, travel managers, and administrators
• Identify opportunities to optimize workflows, automation, AI capabilities, and integrations
• Ensure customers realize time-to-value and ROI aligned to contractual objectives
• Support change management initiatives during rollouts and program expansions
• Promote best practices across booking, servicing, expense integration, and reporting
• Drive renewal strategy in partnership with Account Executives
• Identify and develop expansion opportunities including additional modules, markets, or services
• Protect ARR through proactive engagement and executive alignment
• Manage commercial risk signals and coordinate mitigation strategies internally
• Partner with Sales to support upsell and cross-sell opportunities
• Provide structured customer feedback to Product to influence roadmap priorities
• Coordinate with Support and Professional Services to ensure timely issue resolution
• Collaborate with TMC partners to ensure operational alignment
• Act as customer advocate internally within Amadeus
• Maintain deep understanding of the North American managed travel ecosystem
• Stay current on corporate travel trends, compliance considerations, AI innovation, and distribution evolution
• Represent Cytric at industry events and customer forums as needed

Requirements

• Strong understanding of enterprise travel programs and Travel Management Companies (TMCs)
• Experience with online booking tools and travel distribution systems (GDS knowledge preferred)
• Experience in corporate travel technology, expense management, or adjacent B2B SaaS industries
• 5–8+ years in Customer Success, Account Management, or Strategic Account roles
• Experience managing enterprise SaaS accounts with recurring revenue responsibility
• Demonstrated success driving renewals and expansion within complex accounts
• Experience working in global, matrixed organizations preferred
• Executive presence and ability to engage VP
• and C-level stakeholders
• Strong commercial acumen with understanding of ARR, retention, and expansion metrics
• Data-driven decision making using customer health and adoption insights
• Exceptional communication and relationship-building skills
• Ability to influence cross-functionally without direct authority
• Proactive, ownership mindset with strong operational discipline.

Benefits

• A critical mission and purpose
• At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
• A truly global DNA
• Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn
• Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• A caring environment
• Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A complete rewards offer
• Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
• A flexible working model
• We want our employees to do their best work, wherever and however it works best for them.
• A diverse and inclusive community
• We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company
• Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.