Customer Success Manager: Travel Growth & Partnerships

Flight Centre Travel Group; Calgary; On-site; CAD 79,000 - 96,000; Full time

Benefits offered by this job

Travel perks/discounts

Health & Wellness Programs

RRSP/RPP with matching

Global career opportunities

Job summary

Flight Centre Travel Group invites applications for a Customer Success Manager based in Calgary. You will manage a portfolio of corporate travellers, drive retention and revenue growth, and partner with stakeholders from travellers to executives to maximise programme value.

You will analyse data, lead renewals, and help cross-sell Corporate Traveller solutions, while embedding a culture of inclusion and service excellence across teams.

Qualifications

• Exceptional communication and active listening skills.
• Strong prioritisation, time management, and organisational skills.
• Strong technical skills and confidence learning new software platforms.
• Motivated by achieving and exceeding goals.
• Positive, proactive, and self-driven approach to work.
• Proven ability to build relationships with multiple stakeholder groups.
• Ability to analyse data, identify trends, and deliver strategic recommendations.
• Experience managing a portfolio of customers and taking ownership of results preferred.

Responsibilities

• Manage a portfolio of customers with a focus on achieving maximum retention and reducing churn.
• Proactively identify opportunities to increase programme adoption and reduce bookings outside of programme.
• Support contract renewals and ensure renewal opportunities are managed proactively.
• Drive organic portfolio growth through Corporate Traveller and third-party product adoption.
• Generate referrals and identify new business opportunities within existing customer relationships.
• Monitor customer health, identify risk factors, and implement mitigation plans where required.
• Analyse customer data and present strategic recommendations to drive customer goals and performance.
• Conduct business reviews and use insights to establish, monitor, and achieve customer objectives.
• Build and maintain strong relationships across multiple levels of customer organisations, from travellers to C-suite stakeholders.
• Maintain consistent communication through email, phone, video, and face-to-face interactions.
• Accurately maintain customer records and data within centralised systems to ensure visibility and transparency.
• Collaborate with internal teams to support customer outcomes and share knowledge across business pillars.
• Encourage customer advocacy through referrals, references, case studies, participation opportunities, and thought leadership initiatives.
• Participate in team meetings, cross-functional communication, and ongoing learning activities.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
• Other duties and tasks as assigned

Skills

Communication skills

Prioritisation

Tech literacy

Goal oriented

Proactive

Relationship building

Data analysis

Portfolio management

Education

Bachelor's degree preferred

Job description

Flight Centre Travel Group invites applications for a Customer Success Manager based in Calgary. You will manage a portfolio of corporate travellers, drive retention and revenue growth, and partner with stakeholders from travellers to executives to maximise programme value.

You will analyse data, lead renewals, and help cross-sell Corporate Traveller solutions, while embedding a culture of inclusion and service excellence across teams.