Strategic Customer Success Manager – Growth & Retention (Travel)

Corporate Traveler (US); Massachusetts; Vor Ort; USD 90.000 - 97.000; Vollzeit

Benefits dieser Stelle

Travel perks/discounts

Health benefits

401k program with partial match

Paid Time Off

Zusammenfassung

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

You will lead strategic reviews, uncover growth opportunities, and partner with Sales and Operations to maximise travel program value.

Qualifikationen

• Minimum 2 years of Customer Success, Account Management, or related B2B experience.
• Proven success managing customer accounts with 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.

Aufgaben

• 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

Kenntnisse

Customer success

Account management

Relationship building

Stakeholder engagement

Ausbildung

College degree or equivalent advanced education

Tools

Salesforce

PowerBI

Melon

SAP Concur

Gong

Jobbeschreibung

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

You will lead strategic reviews, uncover growth opportunities, and partner with Sales and Operations to maximise travel program value.