Customer Success Manager (SaaS Travel Platform)

Fullsteam; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work

Job summary

Fullsteam is seeking a Customer Success Manager to lead post-sale onboarding through go-live and long-term adoption for a portfolio of travel-industry customers. You will act as the customer's advocate, drive structured onboarding, and coordinate cross-functional efforts to ensure value realization.

You will monitor health, adoption, renewals, and expansion opportunities, partnering with Sales, Learning, Operations, and Product to deliver a seamless, proactive customer experience in a fully

Qualifications

• Experience in the travel industry in a customer success or related role.
• Bachelor's degree in business, marketing, or related field, or equivalent experience.
• Experience in B2B SaaS environments, enterprise customers preferred.
• Experience onboarding, software launches, or customer training in SaaS/tech.
• Experience with renewals, retention, and account health conversations.

Responsibilities

• Serve as primary contact for assigned customers from onboarding to ongoing account management.
• Guide customers through onboarding and implementation workflows including GUIDEcx and milestones.
• Coordinate handoffs with Sales, Learning, Operations, Support, Product, and leadership.
• Monitor customer health and product adoption to identify risks and opportunities.
• Participate in account health reviews and renewal coordination.
• Document outcomes and follow up on action items.

Skills

Customer-facing

Project coordination

Onboarding management

SaaS experience

AI tools

Communication

Time management

Education

Bachelor's degree in business/marketing or related

Tools

GUIDEcx

CRM systems

Data tools

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

PEAK 15 part of the Fullsteam organization is a growing software company that provides a cloud-based management system for the travel industry. Customers include Travel + Leisure World’s Best Award winners, National Geographic Expeditions, Micato Safaris, and Butterfield & Robinson, who use the platform to craft unique itineraries, process bookings, streamline operations, and manage customer and vendor relationships.

PEAK 15 is a collaborative and fast-paced work environment that offers opportunities for professional growth and development. We are a passionate team committed to customer success and growth, while promoting a positive work culture that values teamwork, transparency, and continuous improvement. PEAK 15 is a 100% remote workforce.

Job Summary:

We are seeking a Customer Success Manager (CSM) to join our team and help ensure our customers derive maximum value from our products and services. As a Customer Success Manager, you will serve as the main point of contact for a portfolio of clients and play a key role in guiding customers from post-sale onboarding through go-live, product adoption, and long-term success. This role is responsible for helping customers achieve their business goals, driving effective onboarding and implementation milestones, and ultimately ensuring customer satisfaction and retention.

The ideal candidate will possess a combination of excellent interpersonal skills, a strong customer-focused mindset, and the ability to proactively address challenges. This role is essential in fostering long-term relationships, identifying growth opportunities, and acting as the customer’s advocate within the organization.

This role also carries direct responsibility for managing newly onboarding customers through a structured onboarding process, including GUIDEcx project coordination, milestone tracking, weekly customer check-ins, go-live readiness, and follow-up on open action items to ensure a smooth transition into long-term customer success.

Primary Responsibilities:

• Serve as a primary point of contact for assigned customers, building strong relationships and delivering a consistent, responsive customer experience from onboarding through ongoing account management.
• Guide newly onboarding customers through structured onboarding and implementation workflows, including GUIDEcx project coordination, milestone tracking, weekly customer check-ins, go-live readiness, documentation of next steps, and timely follow-up on open action items.
• Partner with Sales, Learning, Operations, Support, Product, Accounting, and business leadership to coordinate customer handoffs, resolve customer needs, and support timely follow-through on actions that contribute to customer satisfaction and retention.
• Monitor customer health, product adoption, account activity, and customer requests to identify potential retention risks, adoption barriers, or opportunities to improve the customer experience.
• Participate in periodic account health reviews with customers and internal stakeholders by helping document risks, opportunities, and follow-up actions.
• Support renewal and contract calendar management by tracking key dates, identifying upcoming customer or internal actions, and coordinating with responsible stakeholders.
• Coordinate customer issues that require support beyond standard troubleshooting by gathering relevant information, clarifying urgency and impact, and engaging the appropriate internal resources.
• Track customer issues through resolution, provide timely status updates, document outcomes, and ensure agreed-upon follow-up actions are completed.
• Support customer cancellation, transfer-of-ownership, and administrative account-change requests by collecting required information, coordinating with internal stakeholders, and following established documentation, approval, and handoff processes.
• Maintain accurate records of customer communications, onboarding progress, account changes, approvals, effective dates, issue outcomes, and final resolutions in applicable systems.
• Identify recurring customer issues, handoff challenges, or documentation needs and share observations with internal stakeholders to support process improvement.
• Provide guidance and recommendations to customers on product features, best practices, and adoption strategies to maximize product usage and value.
• Proven experience in a customer-facing role, preferably as a Customer Success Manager, Account Manager, or similar (2+ years preferred).
• Strong understanding of customer success principles, customer retention, and product adoption strategies.
• Ability to manage structured customer onboarding projects, track milestones, document next steps, and drive customers through implementation and go-live timelines.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships at all levels of an organization.
• Demonstrated ability to manage multiple customer accounts and priorities simultaneously. Self-motivation and organization are highly important.
• Solid problem-solving skills and the ability to address customer concerns with empathy and professionalism.
• Ability to recognize customer risk, summarize account trends, communicate next steps clearly, and work with cross-functional partners to resolve customer needs.
• Proficiency in using AI tools (e.g., Copilot, Claude, or ChatGPT).
• Previous experience with contract renewals, and expansion and adoption opportunities.
• Experience with SaaS (Software as a Service) products or technology services is highly desirable.

Minimum Qualifications:

• Required: Previous experience working in the tour operator or travel industry in a customer success, customer support, trip planning, sales, or operations role.
• Bachelor’s degree in business, marketing, or a related field, or equivalent experience.
• Experience in a B2B SaaS environment, particularly supporting high-value enterprise customers highly preferred.
• Experience supporting customer onboarding, implementation, software launches, or customer training in a SaaS or technology environment highly preferred.
• Experience supporting customer escalations, retention risk, account health conversations, renewals, cancellations, or account-change processes preferred.