Strategic Customer Success Manager

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

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.