Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee travel clients and enhance the utilization of our OBT, Altour One!

• Propel activation, adoption, retention, and expansion within a shared portfolio in a digital-centric atmosphere.

• Assist customers in self-serving through ALTOUR ONE and associated tools.

• Identify growth indicators and risks; collaborate with the pooled offline desk only when necessary.

• Support the development of accounts for progression into higher tiers as usage and complexity grow.

• Track usage and spending patterns; respond to indicators for potential churn and growth possibilities.

• Mentor customers to achieve high OBT adoption (target 80%+, current: TBD) and utilize self-service reporting.

• Execute targeted outreach and prompts; collaborate with Marketing on lifecycle initiatives.

• Address non-booking inquiries and facilitate escalations to the offline desk for complex air situations.

• Gather customer feedback; provide insights to Product, Supplier Relations, and Comm Ops.

• Meet portfolio KPIs: activation in 30/60/90 days, adoption percentage, NRR, CSAT/Digital NPS.

⛳️ Requirements

• 3–5+ years of experience in Customer Success/Account Management within travel or SaaS-like settings.

• Proficient with dashboards and basic analysis; translates data into actionable next steps.

• Exceptional written and verbal communication skills, along with customer education capabilities.

• Systematic portfolio manager who excels in standardized, digital-first processes.

• Strong inclination towards automation; advocates for changes that alleviate effort for customers and teams.

🏝️ Benefits

• Choice of two medical plans and two dental plans

• Vision insurance

• Flexible spending accounts (FSAs)

• Company-paid life insurance and AD&D

• Optional additional life insurance and AD&D

• Disability insurance

• Paid parental leave

• Paid time off

• 401k Plan with company match

• Discounted employee travel options

• Access to LinkedIn Learning webinars and courses

• Discounted pet insurance

• Auto, home, & renters insurance