Customer Success Manager

Job Title Customer Success Manager External Job Title: Customer Success Manager Position: Permanent, Hybrid Location: Maitland, FL About the Business: The Customer Success Manager (CSM) is responsible for owning the post-sale customer relationship and helping customers maximize the value of their investment in Amadeus Hospitality solutions. Acting as a trusted advisor, the CSM partners closely with customers to understand their business objectives, drive product adoption, and ensure measurable business outcomes throughout the customer lifecycle. The CSM develops and executes Customer Success Plans, monitors customer health, identifies risks and opportunities, and leads strategic business reviews to support customer success and long-term growth. This role collaborates cross-functionally with Sales Executives, Renewal Managers, Product teams, Customer Success Experts, and Support teams to deliver a seamless customer experience. In This Role You’ll: Become the primary point of contact for optimization and usage of Amadeus products and services. ​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. 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. 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. Understanding customer needs Strong consultative and relationship management skills with the ability to uncover customer needs. Adaptability in evolving customer success plans based on changing business requirements. Lifecycle Management Proactively manage customer onboarding, adoption, optimization, renewal readiness, and ongoing engagement. Deliver training and enablement activities that support long-term customer value. Regularly gather customer feedback and implement improvement strategies. Relationship & Communication Build and maintain relationships with stakeholders at multiple organizational levels. Influence decision-making through effective communication and presentation skills. Communicate effectively with both internal and external audiences. Success planning Creative solutioning and strategic success thinking, with an ability to identify new or existing solutions that achieve customer goals Able to collaborate with client to plan a route in order to achieve goals Able to develop and execute effective Customer Development ​Action Plans for the account Team / Resource management Strong collaborative leadership, with an ability to work cross functionally (e.g., sales, product) in achieving account goals Able to clearly communicate to delivery team during handoff About the Ideal Candidate: 5+ years of experience in Customer Success, Account Management, Hospitality Technology, SaaS, Revenue Management, eCommerce, Digital Marketing, Distribution, Hotel Operations, Event Management, or related hospitality-focused disciplines. Hospitality industry experience strongly preferred, including experience working for a hotel organization, hospitality technology provider, travel technology company, or SaaS organization serving the hospitality sector. Experience leading Business Reviews, Success Planning, Adoption Strategies, Renewal Readiness, Value Realization initiatives, and Executive Stakeholder Engagement. Ability to interpret customer data, identify trends and opportunities, and convert insights into compelling business recommendations and customer outcomes. Demonstrated experience managing a portfolio of customer accounts, driving customer outcomes, retention, and financial performance. 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. 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! #LI-AM2025 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 https://jobs.amadeus.com/ 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 accommodations@amadeus.com . 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.