Manager, Customer Success Management

<p><b><span>Job Title</span></b></p>Manager, Customer Success Management<p><b><u>Summary: </u></b></p><p>Customer Success Manager will be responsible for leading a medium-sized Customer Success Management team whose mission is to empower their customers to unlock the most value out of Navitaire solutions, for a higher return on their investment and business impact. CSMs bring knowledge and skills to support our customer business expansion. They will understand the needs and constraints of customers to promote early adoption and best usage of Navitaire products to derive maximum value for the customer. They enable Navitaire to respond faster and more precisely to customer needs. CSMs partner with the customer to maximize adoption and assist to ensure that customers receive positive business results after the implementation of our solutions. CSMs lead the post-sales cycle and are an essential part of completing a successful sale, as well as promoting renewals and expansion of accounts.</p><p><b>In this role you will:</b></p><p><b>Common accountabilities:</b></p><ul><li>Accountable for the performance, and results of a medium-sized team of employees. Influence the resource and policy planning and set concrete development plans for team members.</li><li>Has a mid/long-term vision of the activity and the business and influences the department's strategy based on a broad understanding of the environment. Exposed to complex decision making.</li><li>Works with a high level of autonomy, based on management directions, escalating issues only when necessary.</li></ul><p></p><p><b>Specific accountabilities:</b></p><p><b>Drive results and alignment:</b></p><ul><li>Within their geography/perimeter, focus on promoting early adoption and best usage of Navitaire products to derive maximum value for the customer.</li><li>Set clear expectations and targets for the team.</li><li>Ensure the right level of support to the Account Management team for renewals and expansion (upsell).</li><li>Monitor performance and key metrics: customer satisfaction, solution adoption, usage, value delivered to customer, churn, growth through upsells and implement corrective actions when needed.</li><li>Ensure alignment with the different stakeholders/areas to secure the best customer experience and results and arbitrate when needed.</li><li>Play a support role in critical retention cases when customers run into frustrating technical/commercial challenges.</li></ul><p></p><p><b>Talent Management and Engagement:</b></p><ul><li>Lead a team of motivated and effective Customer Success Managers. Provide coaching and mentoring to help the team achieve their goals.</li><li>Guide team members in best practices and ensure the customer success model is applied as designed.</li><li>Ensure available tools, metrics, access, and permissions are available to the team so they can perform to the best of their capacity.</li><li>Support individuals’ growth and plan career development in the context of the role.</li></ul><p></p><p><b>About the ideal candidate:</b></p><ul><li>Relevant experience in Business Administration, information Technology, or a related field is highly desirable and considered a strong asset.</li><li>Experience: 7+ years in Customer Success, Account Management, or related client-facing roles, including 2–3 years of experience in a leadership or team management capacity.</li><li>Experienced in leading remote and geographically distributed teams, driving collaboration, accountability, and business results across diverse locations</li><li>Experience in leading and scaling post-sales customer strategies across complex customer portfolios</li><li>Knowledge of customer onboarding, adoption, and renewal processes, with an understanding of how to drive long-term value for enterprise customers.</li><li>Skilled in developing and executing customer success plans, analyzing customer data, and proactively managing risk.</li><li>Strong communication and stakeholder management skills, with the ability to influence at all levels.</li></ul><p></p><p><b>What we can offer you:</b></p><ul><li>💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.</li><li>🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.</li><li>🎓 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.</li><li>🤗 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.</li><li>🌟 A flexible wor