Customer Success Manager

ALTOUR is a globally recognized leader in corporate travel management, seeking an experienced Customer Success Manager. The role involves managing travel clients, increasing adoption of their OBT, and driving customer engagement and growth in a digital-first environment.

Responsibilities:

• Monitor usage and spend trends; act on signals for churn risk and growth opportunity
• Coach customers to achieve high OBT adoption (target 80%+, current: TBD) and use self-serve reporting
• Run targeted outreach and nudges; partner with Marketing on lifecycle campaigns
• Triage non-booking questions and coordinate escalations to the offline desk for complex air
• Capture voice-of-customer; feed insights to Product, Supplier Relations, and Comm Ops
• Hit portfolio KPIs: activation in 30/60/90, adoption %, NRR, CSAT/Digital NPS

Requirements:

• 3–5+ years in Customer Success/Account Management in travel or SaaS-like environments
• Comfortable with dashboards and basic analysis; turns data into next-best actions
• Excellent written/verbal communication and customer education skills
• Organized portfolio manager who thrives in standardized, digital-first workflows
• Bias to automation; champions change that reduces effort for customers and teams