Corporate Traveler - Customer Success Manager - Boston, MA

Flight Centre Travel Group; Boston (MA); Hybrid; USD 90,000 - 97,000; Full time

Benefits offered by this job

Travel perks/discounts

Health benefits

401k program with partial match

Tuition Reimbursement Program

Employee Assistance Program

Annual events and conferences

Job summary

Flight Centre Travel Group USA is seeking a commercially minded Customer Success Manager to own and grow a portfolio of valued customer accounts. You will serve as a trusted advisor, driving retention, revenue growth, and long-term program success, while delivering exceptional service experiences.

You will lead strategic business reviews, uncover growth opportunities, and partner with Sales and Operations to maximize travel program value for customers.

Qualifications

• 2+ years in Customer Success, Account Management, or related B2B field.
• Proven ability to retain and grow existing customer accounts.
• Experience building relationships with senior stakeholders.
• Experience using Salesforce for opportunity and case management.
• Familiarity with Melon, SAP Concur or similar booking tools.
• Experience in corporate travel management or TMC is preferred.
• Familiarity with PowerBI or Gong is preferred.
• College degree or equivalent advanced education preferred.

Responsibilities

• Manage a portfolio of customer accounts as primary relationship owner.
• Lead proactive account management, planning, and review meetings.
• Coordinate onboarding and long-term adoption through Hypercare.
• Drive retention, program health, and revenue growth across accounts.
• Identify opportunities to increase travel program value and adoption.
• Conduct business reviews, present performance, savings, and ROI.
• Maintain accurate Salesforce records and account plans.
• Identify at-risk accounts and develop mitigation plans.
• Collaborate with Sales and Operations to support growth and smooth experiences.
• Contribute to a safe, inclusive, and welcoming work environment.

Skills

Customer Success

Account Management

Salesforce

Education

Bachelor's degree

Tools

Melon

SAP Concur

PowerBI

Gong

Job description

Customer Success Manager

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

Corporate Traveler 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, travelers 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 Traveler 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 Traveler please click HERE

About The Opportunity

Corporate Traveler USA is looking for a commercially minded Customer Success Manager to own and grow a portfolio of valued customer accounts. In this highly visible role, you'll become the trusted advisor for your customers, driving retention, revenue growth, and long-term program success while delivering exceptional service experiences. You'll lead strategic business reviews, uncover growth opportunities, and partner closely with Sales and Operations to help customers maximize the value of their travel programs. If you're passionate about building relationships, driving results, and creating meaningful customer outcomes, we'd love to hear from you.

Key Responsibilities

• Manage a portfolio of customer accounts, acting as the primary relationship owner and trusted advisor.
• Lead proactive account management through account planning, strategic customer engagement, review meetings, and ongoing relationship development.
• Coordinate and lead new customer Hypercare activities to ensure successful onboarding and long-term adoption.
• Drive customer retention, program health, and revenue growth across assigned accounts.
• Identify and execute opportunities to increase TTV growth, hotel attachment, supplier adoption, referrals, and additional services.
• Conduct regular business reviews, presenting program performance, savings, ROI, and future recommendations.
• Own all customer communications, ensuring timely, professional, and value-driven engagement.
• Respond to customer feedback, action survey results, and partner with leadership to drive continuous improvement.
• Maintain accurate Salesforce records including account plans, opportunities, meetings, risk plans, and case notes.
• Identify at-risk accounts and develop mitigation plans to improve retention and customer outcomes.
• Build relationships across multiple stakeholder levels including Travel Leads, Finance, Procurement, and executive leadership.
• Collaborate with Sales and Operations teams to support account growth, customer success, and seamless customer experiences.
• 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

• Minimum 2 years of Customer Success, Account Management, or related B2B experience.
• Proven success managing customer accounts with accountability for retention and growth.
• Experience building relationships with customers and engaging senior stakeholders.
• Experience using Salesforce or a similar CRM for opportunity management, case management, and activity tracking.
• Working knowledge of online booking tools such as Melon, SAP Concur, or similar platforms.
• Experience within corporate travel management, TMC, or a related industry is preferred.
• Familiarity with PowerBI, Gong, or similar analytics platforms is preferred.
• College degree or equivalent advanced education preferred.

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: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising, complemented by our Office Environmental Program, LEED Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.

Benefits Include:

• Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually.
• Travel perks/discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Health benefits including, medical, dental, vision, gender affirming care, and fertility care
• Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
• Flexible Spending Accounts
• Employee Assistance Program
• 401k program with partial match
• 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

*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.

Location - Boston, MA

For this position, we anticipate offering an annual salary of $90,000. On target earnings average range between $90,000 - $97,000 The salary is dependent on relevant factors, including experience, geographic location, and job requirements. The annual salary listed represents the total compensation package, excluding benefits.

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.

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

Before applying to any internal position you must have been with the company or your current role for a minimum of 6-12 months and notify your leader prior to applying.

Our number one philosophy? Our people. Flight Centre Travel Group USA'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 an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help 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]

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

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