Customer Success Manager, Booking for Business

Booking.com; India; On-site; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Annual paid time off

Job summary

Booking.com for Business in Gurgaon seeks a Customer Success Manager to drive customer lifecycle ownership from onboarding to advocacy for SME clients. You will engage via webinars, calls, and events to understand needs and demonstrate value of Booking.com for Business.

The role requires training delivery, relationship building as a trusted advisor, and collaboration with Sales, Product, Marketing, and Support to improve offerings. Strong communication and CRM proficiency are essential.

Qualifications

• Bachelor's degree in Business, Hospitality Management, Marketing, or related field.
• 5+ years of relevant experience in hospitality or commercial services, preferably in a customer-facing B2B role.
• Strong communication skills for hosting webinars, trainings, and events.
• Commercial acumen with ability to align platform capabilities to customer goals.
• Tech-savvy with CRM tools and virtual meeting platforms.

Responsibilities

• Own the customer lifecycle from onboarding to advocacy for SME clients.
• Engage with customers via virtual meetings, calls, webinars, and events to understand and meet their needs.
• Deliver tailored training and product walkthroughs to ensure customer confidence in using Booking.com for Business.
• Build relationships with customers as trusted advisors for mutual success.
• Identify high-value users and support them to become ambassadors for Booking.com for Business.
• Collaborate with Sales, Product, Marketing, and Support to relay feedback and drive improvements.
• Represent Booking.com for Business at industry events to attract new customers.

Skills

Communication skills

Commercial acumen

Tech-savvy

Team player

Education

Bachelor's degree in Business, Hospitality Management, Marketing, or related field

Tools

Salesforce

Virtual meeting platforms

Job description

About Us:

At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Role Title: Customer Success Manager, Booking for Business - Gurgaon (Gurugram)

At Booking.com for Business, you are the trusted face and voice of our platform for corporate customers around the globe. Whether representing us at business events and trade fairs or engaging directly with clients via phone and web meetings, you will be the key driver in attracting, connecting with, and supporting our business travel users.

You’ll bring passion, expertise, and a service-first mindset to every interaction-helping customers navigate our platform and adopt it in ways that bring real value to their companies. Your goal is to build long-lasting relationships grounded in trust, loyalty, and mutual success. You are the representative of Booking.com for Business for our corporate customers around the globe.

On business events as well as via the phone and web meetings, you will contact, attract, connect and inform corporate customers of our product and services. You will share your knowledge, your passion with our customers and teams and guide them in using Booking.com for Business to best fit them and their company’s needs.

Your goal is to build up a long term relationship full of trust and loyalty towards Booking.com for Business. Furthermore you will become an expert in the Business Travel industry and continuously enrich your knowledge in this area for and with all stakeholders involved.

With excellent communication skills and a strong service minded attitude you are the ideal connector to bring people together experiencing the world through Booking.com for Business.

Your key objective will be owning the customer lifecycle by activating and converting high value (potential) small business customers into loyal ambassadors. You will coach, educate and advise them through training, webinars, calls and interactive support materials giving them the confidence to be an expert in using our product themselves and spread the word.

Key Responsibilities

• Customer Lifecycle Ownership: Guide new and existing SME customers through the full customer journey-from onboarding and adoption to optimization and advocacy.
• Client Engagement: Regularly engage with customers via virtual meetings, phone calls, webinars, and selective live events to understand their business travel needs and demonstrate how Booking.com for Business can meet those needs.
• Product Education: Deliver tailored training and product walk-throughs to ensure customers are confident and capable in using our platform independently.
• Relationship Building: Act as the key point of contact and trusted advisor, building relationships grounded in trust, loyalty, and mutual success.
• Advocacy Development: Identify high-value users and support them in becoming Booking.com for Business ambassadors, promoting organic growth and user adoption.
• Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and Support teams to relay customer feedback and drive continuous improvement in our offerings.
• Event Representation: Represent Booking.com for Business at relevant industry trade shows, conferences, and networking events to attract new customers and strengthen existing relationships.

Key Stakeholders include:

• Regional Leaders (CEM, ArM, RM and RD)
• HQ
• Product teams
• AE, AMs, KAMs

Requirements of special knowledge/skills

• Education: Bachelor's degree in Business, Hospitality Management, Marketing, or work experience in a related field.
• Experience: 5+ years of relevant experience in the hospitality or commercial services sector, preferably in a customer-facing B2B role.
• Customer-Centric Mindset: Passion for delivering top-tier service and solving customer problems with empathy and efficiency.
• Communication Skills: Strong communication skills - in person and over the phone, comfortable hosting webinars, leading training sessions, and representing the brand at events.
• Commercial Acumen: Strong understanding of business travel dynamics and the ability to align platform capabilities with customer goals.
• Tech-Savvy: Comfortable working with digital tools, CRM platforms (e.g., Salesforce), and virtual meeting platforms.
• Team Player: Collaborative mindset with the ability to work cross-functionally and contribute to a shared vision.

Benefits & Perks - Global Impact, Personal Relevance

Booking.com's Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well as unique-to-Booking.com benefits which include:

• Annual paid time off