Corporate Traveler - Senior Customer Success Manager - New York, NYJob no: 533459
Brand: Corporate Traveler (US)
Work type: Full time
Location: New York
Categories: Sales and Customer Service
Senior Customer Success Manager About The Opportunity
Corporate Traveler USA is seeking a Senior Customer Success Manager to own and grow a portfolio of complex, high-value client accounts. In this role, you'll drive retention, revenue growth, and long-term strategic partnerships while delivering exceptional customer outcomes. You'll collaborate across Customer Success, Sales, and Onboarding teams, leveraging your commercial acumen, executive presence, and technology expertise to create measurable business impact. This is an exciting opportunity for a customer-focused professional ready to influence client success, mentor colleagues, and contribute to the evolution of a high-performing Customer Success function.
Key Responsibilities- Own proactive account management across a complex portfolio, including account planning, customer outreach, business reviews, and strategic engagement activities.
- Lead new customer Hypercare programs in partnership with the Onboarding team to drive adoption and long-term success.
- Develop and execute customer retention, growth, and risk management strategies.
- Drive total transaction value (TTV) growth, hotel attachment, preferred supplier adoption, leakage capture, and commission yield performance.
- Build and present compelling business reviews featuring financial insights, savings narratives, and strategic recommendations.
- Manage customer escalations, complex account issues, and multi-stakeholder relationships with confidence and professionalism.
- Maintain accurate Salesforce records, including opportunities, account plans, meetings, risk plans, and case notes.
- Identify at-risk accounts and implement proactive recovery and retention plans.
- Build strong relationships across multiple levels of customer organizations, including executive stakeholders.
- Deliver savings reporting, rebate visibility, share-shift recommendations, and strategic financial insights.
- Maintain deep expertise in Melon OBT, Workspace, Salesforce, and related customer-facing technologies.
- Support Sales and Customer Success alignment on new business wins, cross-sell opportunities, and account growth initiatives.
- Contribute to coaching, mentoring, process improvement initiatives, and Customer Success best practices.
- Represent Customer Success in regional meetings and national initiatives.
- Other duties and tasks as assigned
- Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive
Experience & Qualifications- Minimum 3 years of Customer Success, Account Management, or related experience in a B2B or travel environment.
- Proven track record managing complex accounts with measurable retention and growth outcomes.
- Demonstrated success handling customer escalations and multi-stakeholder relationships.
- Experience presenting to senior leaders and executive stakeholders.
- Strong financial acumen with experience building savings reports and growth narratives.
- Experience using Salesforce, PowerBI, Gong, or similar reporting and CRM tools.
- Strong working knowledge of online booking tools (OBTs), such as Melon, SAP Concur, or equivalent platforms.
- Ability to analyze data and translate insights into actionable customer strategies.
- Experience within corporate travel management, TMC, or related industries preferred.
- Experience mentoring or coaching Customer Success colleagues preferred.
- College degree or equivalent advanced degree preferred.
Work Perks! - What's in it for you:FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It's also why we offer some great employee benefits and perks outside of the norm.
- Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
- Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
- Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
- Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can't miss in our people or service.
- Personal connections: We are a big business founded on personal relationships.
- Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.
- A career, not a job: We offer genuine opportunities for people to grow and evolve
- We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
- Giving Back: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising, complemented by our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.
Benefits Include:- Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually.
- Travel perks/discounts
- Health & Wellness Programs and Employee Financial Wellness Services
- National/International Award Nights and Conferences
- Health benefits including, medical, dental, vision, gender affirming care, and fertility care
- Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
- Flexible Spending Accounts
- Employee Assistance Program
- 401k program with partial match
- Tuition Reimbursement Program
- Employee Share Plan - Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
- Global career opportunities in a network of brands and businesses
*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.
Location - New York, NY
If this sounds like the opportunity you have been waiting for then APPLY NOW.
For this position, we anticipate offering an annual salary of $100,000 - $105,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.
As part of our recruitment process, we may use AI tools to assist in various stages, including the screening and assessment of applications. These tools support our evaluation of candidates based on role relevant qualifications, skills and experience. All decisions are made by our hiring team and stakeholders.
We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
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