Customer Success Manager

Enterprise Customer Success Manager for a world leading Travel SaaS vendor to manage the relationship with their largest customers. This is a high touch, strategic advisory customer success role to ensure realization of value to drive retention and growth.

Role:

• Forming long-term partnerships with a designated portfolio of high-value customers
• Overseeing customer onboarding and the delivery of project work to accelerate time-to-value and drive early realisation of commercial and customer outcomes
• Optimising customers’ adoption of the platform, in collaboration with other internal functions
• Adopting a consultative approach to gain deep insight into our customers’ objectives and challenges; pairing this with product and use case knowledge to make tailored recommendations that improve customer outcomes
• Consulting with clients on ideas for program improvements, navigating and leading through complexity to put together high-quality project briefs.
• Overseeing and supporting client projects through the estimations process to ensure they receive high-quality commercial proposals in line with agreed timelines
• Increasing customer lifetime value by identifying opportunities and optimizing uptake of our products and services
• Employing tactics such as business reviews, success stories and success planning to ensure customers achieve their desired outcomes
• Using usage data and other signals to inform your account and portfolio-level planning
• Identifying, qualifying and mitigating for risks at the use-case, module and account level
• Using travel industry expertise to add relevance and consultative value
• Sharing customer insights with relevant teams to inform decision making

Experience

• You have extensive experience driving customer outcomes and commercial value in a B2B software revenue environment, either as a CSM or in a highly related commercial role such as senior account manager or solution consultant.
• Experience owning commercial targets.
• You’ll be working with some of the world’s leading brands in the travel sector, so we are looking for direct experience navigating enterprise customer organisations, including with multi‑stakeholder decision making processes and complex organisational structures)
• Knowledge of and enthusiasm for the travel industry (direct experience is a plus)
• High degree of proficiency in listening and questioning skills: You can seamlessly elevate tactical conversations to a strategic level.
• You are organized, driven and determined and can evidence how you operate autonomously and proactively in the interest of your customers’ success
• Highly proficient using data to drive decision-making and prioritisation
• Able to effectively collaborate with global colleagues and customers
• Can adapt communication style to build credible relationships at all levels of client organisations
• You contribute to team excellence and growth by openly sharing knowledge, ideas and best practices and adopting a curious mindset to challenge and inspire thinking
• Fluent written and verbal English communication
• Ability to travel globally to attend customer visits in person

Location:

Portugal (remote)

Package:

up to €70k basic + 20-25% bonus + benefits