Enterprise Customer Success Manager (Travel)

What You'll Do

• Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and execution
• Manage complex integration cycles with each Enterprise customers; developing key relationships and executing within customer subteams (Finance, HR, etc.)
• Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
• Work closely with your Account Executive counterpart to develop a joint success plan for your customers
• Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
• Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
• Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
• Work closely with Product and Engineering on identification/tracking of enhancement requests
• Handle escalations and work across teams to resolve issues
• Improve upon our existing approaches to customer engagement and account management leveraging our CS platform

What We're Looking For

• 5+ years of experience in Enterprise Customer Success Management
• 3+ years of experience Travel industry or travel related company experience
• Excellent project management and organizational skills in a high pressure environment, working with high value customers
• Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
• High energy, go-getter with fresh ideas who takes the initiative to get things done
• Bachelor’s degree preferred or similar working experience