Customer Success Manager

Customer Success Manager

The Customer Success Manager (CSM) is responsible for managing small & medium customer(s) & empowering them to unlock the most value of Amadeus solutions for higher return on their investment and business impact.

CSMs aim to bring in more expertise to support our customer business expansion & are responsible for understanding the needs and constraints of customers and then promoting early adoption and best usage of Amadeus products to derive maximum value for the customer.

The CSMs partner with the customer to maximize adoption and to ensure that they get all the help they need to quickly get business outcomes after implementation of our solutions. Customer Success Managers lead the post-sales cycle and are an essential part of completing a successful sale, as well as promoting renewals and expansion of accounts.

In This Role You'll:

• Serve as the primary point-of-contact for customers.
• Work with clients to understand their needs and objectives, develop strategies, and collaborate with internal Amadeus teams to execute projects and campaigns.
• Increase sales and secure renewals by demonstrating the value of Amadeus solutions and building strong relationships with clients.
• Gain a deep understanding of the Amadeus portfolio of products and the hospitality industry.
• Ensure customers are gaining full benefit from Amadeus products and identify opportunities where other Amadeus products may meet their needs.
• Provide customers with proactive information on optimizing the use of Amadeus products.
• Exceed assigned retention goals by cultivating relationships with stakeholders across assigned accounts.
• Become the primary point of contact for optimization and usage of Amadeus products and services.
• Gather customer usage data relevant for product development and enhancements.
• Collect and share business process and marketing best practices.
• Identify and act on opportunities to improve current usage and adoption of Amadeus Hospitality products and services.
• Generate Amadeus Hospitality revenue through upselling and cross-selling opportunities. Ensure clients see the value of Amadeus products for a seamless renewal contracting process.
• Oversee the Customer Success function, serving as the central point of contact and product expert for assigned products.
• Provide revenue management, marketing, product optimization strategies, and budget suggestions in support of customers; drive effective strategies to achieve organic growth and expand business by creating value propositions proactively.
• Develop value-driven materials to share during client calls, considering booking patterns, customer profiles, competitive sets, and marketing channels.
• Collaborate with Sales, Product, and other internal departments to ensure renewals and potential new revenue opportunities are actioned.

About the Ideal Candidate:

• Education: Bachelor's degree in a related business field or equivalent work experience.
• 3+ years of experience in hospitality Customer Success, hotel revenue management, eCommerce, marketing, sales, or providing services and solutions to hotels via a SaaS company.
• Prior experience managing and optimizing a portfolio of customers.
• Demonstrated experience managing a portfolio of accounts and achieving financial goals.
• Technical Expertise: Good knowledge and understanding of Amadeus products and the hotel industry.
• Computing: Advanced knowledge of MS PowerPoint, Word, Excel, and Outlook.
• Knowledge of Salesforce.com preferred.
• Language: Proficiency in English.
• Specific Knowledge: Revenue Management skills are a plus.
• Ability to complete multiple tasks concurrently and deliver results under pressure.
• Detail-oriented and action-driven, with account management experience preferred.
• Experience achieving client objectives and company financial objectives through understanding client needs and influencing internal product and operations teams.
• Excellent analytical, problem-solving, and troubleshooting skills – able to define problems, collect data, establish facts, and draw conclusions.
• Strong business and people skills, including planning, presentation, sales, and business acumen.
• Effective communication skills; able to interface with all levels and departments on a formal, informal, written, and verbal basis.
• Self-motivated, goal-oriented, and able to work in a team environment.
• Location(s): Amadeus Maitland office preferred or Toronto. Must be able to work a hybrid working model.
• Ability to travel 25%

Working at Amadeus, you will find:

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose. A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture. 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. 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. A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits. A flexible working model - We want our employees to do their best work, wherever and however it works best for them. A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization. A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

Application process:

The application process takes no longer than 10 minutes! Create your candidate profile, upload your Resume/CV and apply today!

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved. Amadeus endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at View email address on click.appcast.io. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.