Client Success Manager

Goway Travel; Toronto; Hybrid; CAD 60,000 - 75,000; Full time

Benefits offered by this job

Paid time off

Job summary

Goway Travel seeks an experienced Account Manager to serve as the primary contact for a portfolio of corporate clients within a hybrid Toronto-based role. You will manage relationships, understand client travel policies, and drive travel program performance with insights and strategic reviews.

The role requires 3–5 years in client management, strong travel industry knowledge, and proficiency with Amadeus, Salesforce CRM, and other GDS platforms.

Qualifications

• Bachelor's degree in Business Administration, Hospitality, Tourism, or related field is asset.
• 3–5 years of experience in account management, customer success, or client relations, preferably in corporate travel or hospitality.
• Strong knowledge of corporate travel management practices, booking systems, and travel industry suppliers.
• Proven ability to manage multiple client accounts and prioritize competing demands.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Office Suite, Salesforce CRM, and travel management technologies.
• Experience with Amadeus (primary GDS) required; familiarity with Sabre or Travelport is a plus.

Responsibilities

• Manage relationships with assigned corporate travel clients as their trusted advisor and main contact.
• Understand each client's travel policies, objectives, and business requirements.
• Lead quarterly business reviews with actionable recommendations to optimize travel program performance.
• Collaborate with internal teams to ensure seamless service delivery.
• Monitor KPIs, SLAs, and client satisfaction metrics.
• Resolve escalated client issues promptly to maintain satisfaction.
• Identify opportunities to expand services and increase account value.
• Provide insights on industry trends, spend optimization, and traveler experience improvements.
• Coordinate onboarding of new accounts and support client onboarding.
• Prepare reports, presentations, and account plans for meetings and stakeholders.
• Stay informed about changes in corporate travel trends and airline/hotel programs.
• Support contract renewals and negotiate terms.

Skills

Relationship management

Customer service

Strategic thinking

Negotiation

Time management

Attention to detail

Commercial awareness

Data analysis

Team collaboration

Education

Bachelor's degree

Tools

Amadeus

Salesforce CRM

Sabre

Travelport

Job description

Description

Account Manager

Job Type: Permanent Full Time
Location: Hybrid - Toronto, Ontario
Reporting to: Director of Client Success
Salary: 60,000 - 75,000 CAD

Job purpose

We are seeking an experienced and customer-focused Account Manager (Client Success Manager) to join our corporate travel management team. The Client Success Manager will serve as the primary point of contact for a portfolio of corporate clients, ensuring exceptional service delivery, strong client relationships, and the successful execution of travel programs. The role requires a strategic mindset, excellent communication skills, and a deep understanding of business travel operations and client management. The Client Success Manager reports to the Director of Client Success.

What will be your key responsibilities?

• Manage and maintain relationships with assigned corporate travel clients, acting as their trusted advisor and main point of contact.
• Develop a thorough understanding of each client's travel policies, objectives, and business requirements.
• Lead strategic quarterly business reviews, delivering actionable recommendations to optimize travel program performance, traveler experience, policy compliance, and cost savings.
• Collaborate with internal teams, including operations, reservations, finance, and technology, to ensure seamless service delivery.
• Monitor key performance indicators (KPIs), service-level agreements (SLAs), and client satisfaction metrics.
• Resolve escalated client issues promptly and professionally while maintaining high levels of customer satisfaction.
• Identify opportunities to expand services, increase account value, and support business growth initiatives.
• Provide clients with insights on industry trends, travel spend optimization, cost-saving opportunities, and traveler experience enhancements.
• Coordinate the implementation of new accounts and support the onboarding process.
• Prepare reports, presentations, and account plans for client meetings and internal stakeholders.
• Stay informed about changes in corporate travel trends, airline policies, hotel programs, and travel technology solutions.
• Support contract renewals and assist in negotiating terms and service agreements.

What are we looking for?

• Bachelor's degree in Business Administration, Hospitality, Tourism, or a related field is an asset.
• Minimum of 3–5 years of experience in account management, customer success, or client relationship management, preferably within corporate travel or hospitality.
• Strong knowledge of corporate travel management practices, booking systems, and travel industry suppliers.
• Proven ability to manage multiple client accounts and prioritize competing demands.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Office Suite, Salesforce CRM, and travel management technologies.
• Experience with Amadeus (our primary global distribution system) required; familiarity with other GDS platforms such as Sabre or Travelport is an asset.
• Core Competencies
  • Relationship management
  • Customer service excellence
  • Strategic thinking
  • Negotiation and influencing skills
  • Project and time management
  • Attention to detail
  • Commercial awareness
  • Data analysis and reporting
  • Team collaboration

What can you expect from Globespan Travel Management?

Imagine Working For a Company Where Your Career Feels Like An Adventure. At Globespan Travel Management, You’ll Join a Global Community That Supports One Another

• We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.
• Full-time position with occasional travel to client sites and industry events. GTA based is an asset.
• Our commitment to professional growth means you’ll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
• You’ll enjoy generous paid time off, including [three] weeks of vacation, [six] personal days, and a dedicated day off to celebrate your birthday.
• Travel is in our DNA, so you’ll enjoy exclusive perks and discounts on worldwide getaways.
• Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you’ll collaborate across cultures and shape a career path that reflects your ambitions.
• Globespan part of the Goway travel group is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant’s interest. Please be advised that only those selected for an interview will be contacted.

About Globespan Travel Management

Globespan Travel Management is a Canadian-owned global travel management company with offices in Vancouver, Los Angeles, Sydney, and Manila. We deliver customized corporate travel solutions that combine global reach with local expertise.

Our approach is built on strategic partnership, transparency, and exceptional service. Through consultative, data-driven travel programs, we help organizations reduce costs, improve traveler experiences, and achieve their business objectives.

We specialize in managing complex travel programs where operational efficiency, advanced technology, and outstanding customer service are critical to success.

Globespan is the exclusive Travel Management Company fulfillment partner for TL Network (Altour), a division of Internova Travel Group, providing access to global supplier relationships, travel technology, and purchasing power.

As part of the Goway Group, founded in Toronto in 1970 by Australian economist Bruce Hodge, we are backed by a family-owned global travel organization with more than 800 employees serving over 115 countries across all seven continents.

Proudly independent and 100% Canadian-owned, Globespan is recognized for supporting clients in construction, mining, infrastructure, and energy through customized travel solutions, workforce mobilization, and project travel management.