Customer Success Manager (Technology PMO)

American Express Global Business Travel is a company where colleagues find inspiration in travel as a force for good. They are seeking a delivery-focused, partner-facing technical operations leader to improve partner performance and drive measurable business outcomes by managing key project deliverables and collaborating with various teams.

Responsibilities:

• Leading and driving strategic initiatives, as defined by the customer
• Provide Support for Program Level Initiatives meeting business and partner KPIs and operational performance, delivering monthly dashboards and executive insights to drive accountability and improvement
• Translate customer/partner feedback into actionable product, engineering, and process improvements including GBT Product Roadmap enablement including NDC
• Proactively identify errors, customer friction, and performance gaps, leading root-cause analysis to reduce failure rates and improve success metrics
• Act as a dedicated technical and operational partner contact, ensuring smooth onboarding, integration, and long-term partner success
• Partner with Commercial to support revenue growth, renewals, upsell opportunities, and pre-sales technical enablement
• Drive incident prevention and resolution, improving response times, minimizing impact, and strengthening trust
• Analyze performance trends to optimize conversion, reduce operational cost, and improve customer experience
• Support strategic partner business reviews, presenting data-driven recommendations and measurable impact
• Build scalable support processes, documentation, and operational playbooks to improve efficiency and consistency
• Collaborate cross-functionally to prioritize initiatives that increase revenue, retention, and platform reliability

Requirements:

• Experience in technical and project delivery, partner success, customer success, solutions engineering, or platform operations
• Strong ability to analyze KPIs, build dashboards, and extract actionable insights (Excel, SQL, Power BI, Tableau, Looker, etc.)
• Comfort working in hybrid technical and commercial roles — part customer, part sales, part engineering
• Ability to diagnose system and integration issues (APIs, workflows, data pipelines)
• Proven experience driving outcome-based improvements, not just managing tasks
• Strong stakeholder communication, executive presence, and escalation management
• Ability to operate in fast-moving, partner-driven environments with ownership and accountability in a complex cross-functional, global business environment
• Ability to work in a fast-paced matrix environment including managing across multiple geographies, functions & time zones
• Business English mandatory - multi-lingual capability advantageous
• Experience implementing complex technical platforms
• High degree of problem solving and decision-making and ability to adapt to changing priorities
• Experience collaborating across multiple functional groups and with operational SME's
• Experience in payments, fintech, SaaS, marketplaces, or travel management platforms is highly desirable
• Previous experiences in software implementation would be an asset