Manager, Customer Success Management

Amadeus is a dynamic and rapidly growing business unit committed to redefining corporate travel and expense management. The Manager, Customer Success Management role will own the post-sale customer lifecycle for a portfolio of North American enterprise clients, focusing on driving adoption, retention, and long-term strategic value realization of Cytric solutions.

Responsibilities:

• 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
• Experience working in global, matrixed organizations