Customer Success Manager – Hospitality Technology

Amadeus IT Group S.A.; Chicago (IL); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible hybrid schedule

Annual bonus

Health insurance

Job summary

Amadeus IT Group S.A. in Chicago seeks a Customer Success Manager with hospitality technology expertise to oversee a portfolio of hotel clients and drive product adoption, retention, and account growth.

You will collaborate with Sales, Product, and support teams to optimize revenue, renewals, and upsell opportunities while delivering measurable business outcomes for customers.

This role offers a hybrid work model, access to global travel technology resources, and a comprehensive rewards package.

Qualifications

• 3+ years in hospitality technology, hotel software or SaaS sales to hospitality customers.
• Proven track record in managing a portfolio of hotels or hospitality clients.
• Experience driving renewals, upsell, and account growth in a SaaS context.
• Strong consultative selling, relationship management, and business acumen.
• Familiarity with hospitality revenue management, distribution, or hotel operations.

Responsibilities

• Serve as the primary strategic point of contact for a portfolio of hotel/hospitality customers.
• Understand each customer's operations, commercial goals, revenue strategy, and booking patterns.
• Drive adoption and optimization of Amadeus Hospitality technology and SaaS solutions.
• Build relationships with key hospitality stakeholders to increase customer value and retention.
• Identify upsell/cross-sell opportunities across Amadeus Hospitality portfolio.
• Drive renewals and retention by demonstrating ROI and business value.
• Analyze usage, booking patterns, customer segments, and marketing channels to provide recommendations.
• Collaborate with Sales, Product, and internal teams to address customer needs and uncover new revenue opportunities.
• Act as a trusted advisor and hospitality technology expert for assigned customers.

Skills

Hospitality tech

SaaS sales

Consultative selling

Account management

Customer success

Renewals

Revenue growth

Salesforce

Tools

Salesforce

Job description

Customer Success Manager – Hospitality Technology

About the Role

We’re looking for a Customer Success Manager with experience in the hospitality industry, hotel technology, or selling/supporting SaaS solutions for hotels. You will manage a portfolio of hospitality customers, helping them maximize the value of Amadeus solutions while driving product adoption, retention, renewals, upselling, and account growth. This role is ideal for someone who understands the hotel business and hospitality technology landscape and can combine consultative customer management with a strong commercial mindset.

In This Role

• You’ll Manage a portfolio of hotel and hospitality customers, serving as their primary strategic point of contact.
• Develop a strong understanding of each customer's hotel operations, commercial goals, revenue strategy, booking patterns, and competitive landscape.
• Drive adoption and optimization of Amadeus Hospitality technology and SaaS solutions to help customers achieve measurable business outcomes.
• Build relationships with key hospitality stakeholders and identify opportunities to increase customer value, retention, and account growth.
• Partner with customers on revenue management, marketing, eCommerce, distribution, and product optimization strategies.
• Identify and develop upselling and cross-selling opportunities across the Amadeus Hospitality portfolio.
• Drive successful renewals and retention by demonstrating the business value and ROI of Amadeus solutions.
• Analyze customer usage, booking patterns, customer segments, competitive sets, and marketing channels to provide actionable recommendations.
• Collaborate with Sales, Product, and internal teams to address customer needs and identify new revenue opportunities.
• Serve as a trusted advisor and hospitality technology expert for assigned customers.

About the Ideal Candidate

• 3+ years of experience in hospitality technology, hotel software/SaaS, or a commercial customer-facing role within the hospitality industry.
• Experience working directly with hotels, hotel groups, hospitality brands, or hospitality customers.
• Proven experience in Customer Success, Account Management, hospitality sales, SaaS sales, or commercial account management.
• Experience managing and growing a portfolio of customers, including retention, renewals, upselling, cross-selling, or revenue growth.
• Strong understanding of the hotel/hospitality business and the commercial challenges hospitality customers face.
• Strong consultative selling, relationship management, presentation, and business acumen.
• Experience working for a hospitality technology or hotel SaaS company.
• Knowledge of hotel revenue management, distribution, eCommerce, digital marketing, or hotel operations.
• Experience selling or supporting technology solutions used by hotels.
• Salesforce experience.
• Revenue Management experience.

Working at Amadeus, you will find

• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing 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, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
• A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
• A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

What we can offer you

Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits. Work a flexible hybrid schedule. Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow. Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved. Amadeus endeavors to make https://jobs.amadeus.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at [e-mail]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology. We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues. Join us on a journey where you will help us bring the world closer!