Corporate Traveller - Customer Success Consultant - Vancouver, BC

Flight Centre Travel Group; Vancouver; On-site; CAD 76,000 - 93,000; Full time

Benefits offered by this job

Health & Wellness Programs

Travel perks/discounts

RRSP/RPP with matching

Tuition Reimbursement Program

Generous paid time off

Job summary

Flight Centre Travel Group’s Corporate Traveller brand in Vancouver seeks a Customer Success Consultant to drive adoption and retention for a portfolio of clients, delivering proactive, data-driven support and expert guidance. You will act as a trusted advisor, coaching clients on travel technology solutions and maximizing programme value.

You’ll coordinate with Sales, Finance and Operations to resolve challenges, provide training, and identify revenue growth opportunities while delivering

Qualifications

• Customer-facing experience is essential.
• Experience in Customer Success or Operations is preferred.
• Travel industry knowledge is preferred.
• Bilingual communication skills are preferred.
• Ability to build trusted client relationships.
• Strong problem-solving and critical-thinking skills.
• Ability to manage multiple priorities in a KPI-driven environment.
• Strong collaboration and teamwork skills.
• Proficiency with technology platforms.
• Familiarity with Salesforce, Case Management systems, Melon, Gong, and Microsoft Office.

Responsibilities

• Respond to client requests within established service standards; aim for 24-hour responses.
• Drive client adoption and utilisation of travel technology solutions.
• Conduct travel programme reviews and identify opportunities to improve outcomes.
• Provide training, support, and education to clients on products and services.
• Troubleshoot client issues and coordinate solutions with internal stakeholders.
• Proactively schedule and conduct annual customer check-ins.
• Customise client meetings around business priorities and objectives.
• Develop data-driven client engagement strategies.
• Collaborate with Sales, Finance, Operations and other teams to resolve challenges.
• Gather and action customer feedback to support long-term success.
• Identify revenue growth opportunities and help capture client spend leakage.
• Support contract renewal activities and retention initiatives.
• Generate customer referrals and success stories for broader use.
• Facilitate smooth transitions from onboarding to long-term partnerships.
• Maintain regular engagement with client portfolios through automated communications.

Skills

Customer-facing

Customer Success

Travel industry knowledge

Bilingual communication

Rapport building

Problem solving

KPI-driven

Teamwork

Tech platforms

Salesforce familiarity

Case management

Melon

Gong

Microsoft Office

Proactive learner

Tools

Salesforce

Case Management Systems

Melon

Gong

Microsoft Office

Job description

Customer Success Consultant

A world where tech and people work collectively to make corporate travel simpler, faster and easier.

Corporate Traveller is one of Flight Centre Travel Group's (FCTG) most successful brands, globally. Our mission is to dominate the SME market, making the end-to-end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision-makers, travellers and bookers. We provide our customers with the perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family. For decades, we've been helping go-getter businesses grow through travel.

Corporate Traveller has offices across a global network that spans Australia, Canada, USA, UK, South Africa and New Zealand. The brand has been part of the Flight Centre Travel Group for more than 26 years and is a key contributor to the ongoing strength of FCTG's corporate travel division. Award winning, forward thinking and fun to work for – this is a business for people who love travel, are team players and customer service oriented.

To learn more about Corporate Traveller please.

About The Opportunity

Do you thrive on building strong customer relationships and helping clients achieve measurable results? As a Customer Success Consultant, you'll play a key role in driving adoption, growth, and retention across a portfolio of clients by delivering proactive, data-driven support and strategic guidance. You'll act as a trusted advisor, coach, consultant, and product expert, helping customers maximise the value of their travel programme and technology solutions. This is an exciting opportunity to make a direct impact on customer success while collaborating with teams across the business.

Key Responsibilities

• Respond to assigned client requests within established service standards, ensuring responses are provided within 24 hours.
• Drive client adoption and utilisation of travel technology solutions.
• Conduct travel programme reviews and identify opportunities to improve customer outcomes.
• Provide additional training, support, and education to clients on products and services.
• Troubleshoot client issues and coordinate solutions with internal stakeholders.
• Proactively schedule and conduct annual customer check-ins.
• Customise client meetings around business priorities and objectives.
• Develop and maintain long‑term, data‑driven client engagement strategies.
• Collaborate with Sales, Finance, Operations, and other teams to resolve customer challenges and improve service delivery.
• Continuously gather and action customer feedback to support long‑term success.
• Identify revenue growth opportunities and help capture client spend leakage.
• Support contract renewal activities and retention initiatives.
• Generate customer referrals, testimonials, and success stories for broader business use.
• Facilitate smooth transitions from onboarding to long‑term customer partnerships.
• Provide support to internal operational teams as required.
• Maintain regular engagement with client portfolios through automated communication sequences.
• Other duties and tasks as assigned
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Experience & Qualifications

• Previous experience in a customer‑facing role (Essential)
• Previous experience in Customer Success or Operations (Preferred)
• Travel industry knowledge (Preferred)
• Bilingual communication skills (Preferred)
• Strong ability to build rapport and develop trusted client relationships
• Excellent problem‑solving and critical‑thinking skills
• Ability to manage multiple priorities and work effectively in a KPI‑driven environment
• Strong collaboration and teamwork skills
• Efficient and confident using technology platforms
• Familiarity with Salesforce, Case Management systems, Melon, Gong, and Microsoft Office applications
• Quick learner with a proactive and customer‑focused approach

Work Perks! - What’s in it for you:

• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Committed to making a difference through our Corporate Social Responsibility program, which supports nominated charities via volunteering and fundraising, our Office Environmental Program, LEED Gold‑certified office spaces, and 1 paid Volunteer Day per calendar year.

Benefits Include

• Generous paid time off policy
• Travel perks/discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Group benefits including extended health care, dental and vision, gender affirming care, fertility care
• Insurance including life, AD&D, critical illness, long‑term disability
• Employee Assistance Program
• RRSP/RPP with matching
• Tuition Reimbursement Program
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses

• GBTA WINiT Top 50 Award Recipients (2018-2025)
• CHHR: 5-Star DE&I Employer (2023, 2024, 2026)
• Seramount, FCTG Mexico: Member of the Global Inclusion Index (2023-2025)
• Newsweek: America’s Greatest Workplaces for Diversity (2024)
• Benefits Canada: Health/Wellness Program and Mental Health Program (2023, 2025)
• OutThere Awards: Inclusive Travel Finalist (2025)
• Canadian HR Awards: Excellence in Diversity and Inclusion Awardee (2025)
• 2026 Disability Index®: World’s Top Disability Inclusive Business

Location – Vancouver, Canada

For this position, we anticipate offering an annual salary of $84,975. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

We welcome applications from candidates with diverse experiences

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

As part of our recruitment process, we may use AI tools to assist in various stages, including the screening and assessment of applications. These tools support our evaluation of candidates based on role relevant qualifications, skills and experience. All decisions are made by our hiring team and stakeholders.

Our number one philosophy? Our people. Flight Centre Travel Group's promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are committed to providing a barrier‑free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at [e-mail]