Manager, Customer Success Management

Amadeus; Bengaluru; Presencial; INR 2.800.000 - 4.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Salary and Bonus

Health benefits

Flexible working model

Learning opportunities

Inclusive culture

Descripción de la vacante

Amadeus in Mumbai seeks a Manager, Customer Success Management to lead a India-based Customer Success team serving airport and border authority customers. You will drive adoption, value realization, and renewals while coordinating with Sales, Account Management, and Delivery teams to ensure measurable outcomes.

The role emphasizes strong leadership, strategic relationship building, and the ability to manage complex, multi-stakeholder accounts across India, including Mumbai and Navi Mumbai

Formación

• Strong background in Customer Success within tech or solutions-driven environments.
• Experience in coaching or leading Customer Success professionals.
• Excellent ability to manage relationships with senior stakeholders.
• Understanding of product adoption, value realization, retention, renewals, upsell and growth.

Responsabilidades

• Lead and coach the Customer Success team supporting customers across India.
• Monitor CS indicators and adoption metrics to improve outcomes.
• Develop and execute Customer Success Plans focused on adoption, value, and satisfaction.
• Build relationships with key stakeholders and decision makers within customer orgs.
• Identify upsell/cross-sell opportunities in collaboration with Sales & Account Management.
• Drive contract renewal positioning and regular business reviews.
• Ensure alignment with Sales, Pre-sales, Product, Delivery and other teams.

Conocimientos

Customer success leadership

Stakeholder management

Strategic account management

Adoption and renewal focus

Autonomy and cross-functional work

Descripción del empleo

Job Title

Manager, Customer Success Management

Manager, Customer Success Management

Location: Mumbai

About the role

We are looking for a Manager, Customer Success Management to lead our customer success activities and team in India for airport and border authority customers using Amadeus solutions.

You will lead and manage all the customer accounts in India with a team of customer success professionals. You will focus on implementing strategies and activities to achieve high adoption and effective usage of the Amadeus solutions, translating to measurable business outcomes for these customers.

In this role, you’ll

• Lead and coach the Customer Success team supporting customers across India.
• Monitor key Customer Success indicators, including customer satisfaction surveys, adoption and usage metrics to gain insights and identify improvements for customers.
• Build and execute the Customer Success Plan focused on adoption, usage, value realization, and customer satisfaction.
• Develop strong relationships and partnerships with key stakeholders and decision makers within the customers’ organizations.
• Focus personally on customer success activities and plan for Mumbai and Navi Mumbai airports.
• Identify opportunities for upsell, cross-sell and account expansion in partnership with Sales and Account Management team.
• Identify the strategies and activities to ensure Amadeus is well-positioned for contract renewals.
• Conduct regular customer business reviews and ensure customers are getting the expected value from Amadeus solutions.
• Support critical customer situations and collaborate with internal teams to drive effective outcomes.
• Set clear expectations and objectives for the team while coaching and supporting their professional development.
• Ensure alignment across Customer Success, Sales & Account Management, Pre-sales, Product, Delivery, and other key stakeholders.

What we’re looking for

• Strong experience in Customer Success, preferably within a technology or solutions-driven environment.
• Experience in managing, coaching, or leading Customer Success professionals.
• Strong customer relationship and strategic account management skills.
• Good understanding of product adoption, customer value, retention, renewals, upsell, and growth.
• Ability to work across different teams and influence senior stakeholders.
• Strong commercial mindset combined with a customer-focused approach.
• Comfortable working with a high level of autonomy and managing complex customer situations.
• Airport, airline, or aviation industry experience will be an advantage.

Why join us?

• Take a leadership role in Customer Success within India’s growing aviation and airport market.
• Work closely with strategic airport and border authorities’ customers and help them maximize the value of using Amadeus solutions.
• Build, coach, and develop a growing Customer Success team.
• Bring your Customer Success experience even if you come from outside the aviation industry. Your expertise and different perspectives are valued.

A place for everyone

We welcome candidates with different experiences, backgrounds, and perspectives. If your experience doesn’t match every requirement but you believe your Customer Success and leadership skills can make an impact, we encourage you to apply.

What we can offer you

• A critical mission and purpose - At Amadeus, you’ll power the future of travel with a critical mission and extraordinary purpose.
• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions.
• A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being.
• A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.
• A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.
• A diverse, equitable, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.
• A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, andas a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer and committed to an accessible recruitment process. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation,age, beliefs, disability or any other characteristics protected by law.