Team Leadership & Development: Lead, coach, and evaluate a team of Travel Customer Success Managers (CSMs), driving team performance, onboarding, professional growth, and customer satisfaction.

Portfolio & Health Cadence: Establish and manage a consistent operational rhythm—including weekly KPI tracking, monthly value reviews, QBRs, and proactive renewal management—to identify health shifts before clients raise concerns.

Travel Analytics & Value Delivery: Enable CSMs to interpret, articulate, and present core Travel metrics (offer rates, rebook success, realized savings, booking volumes, adoption, fees, and gainshare mechanics).

Complex Issue Investigation: Lead triage and resolution for complex customer-performance issues, ensuring cross-functional alignment, clear accountability, documented solutions, and timely client updates.

Cross-Functional & Partner Collaboration: Collaborate with Product, Support, Analytics, Implementation, Finance, and Travel Management Company (TMC) partners to resolve systemic issues and elevate the Travel customer experience.

Escalation Framework & Standards: Define and enforce escalation protocols for booking/fulfillment failures, traveler-impacting incidents, configuration errors, data-quality gaps, and billing disputes.

Executive Escalation Ownership: Direct executive-level escalations for key accounts, structuring clear remediation roadmaps with defined milestones, owners, communications, and exit criteria.

CSM Enablement & Playbooks: Develop and maintain travel-specific enablement programs, including product training modules, dashboard fluency, investigation playbooks, and value-storytelling frameworks.

Portfolio Trend Analysis: Analyze portfolio-wide data to detect emerging operational gaps, product defects, configuration opportunities, or training needs, presenting actionable recommendations to leadership.

Commercial Growth & Expansion: Partner with Sales and commercial teams to drive renewals and uncover expansion opportunities across Travel Intelligence, Benchmark, Audit, and optimized configurations.

Strategic Contributions: Facilitate customer forums and contribute to the overarching operational and growth strategy of the global Customer Success organization.

2+ years of direct people-management experience (or proven track record leading, mentoring, and developing customer-facing professionals).

5+ years in customer success, account management, implementations, or client services within SaaS, travel technology, corporate travel, or Travel Management Companies (TMCs).

Strong familiarity with corporate travel dynamics—including online booking tools (OBTs), travel policies, rate-shopping/re-shopping mechanics, hotel sourcing, and TMC operations.

Hands-on experience interpreting travel data and program performance metrics (e.g., offer rates, booking flows, traveler adoption, realized savings, conversion, and fulfillment).

Proven ability to manage strategic enterprise accounts, drive renewals, mitigate churn risk, and orchestrate executive-level escalations with calm, clear judgment.

Sharp analytical ability to evaluate performance data and accurately diagnose root causes across product defects, data-quality issues, configuration errors, and operational gaps.

Strong commercial mindset with fluency in program ROI, customer value realization, gainshare models, fee structures, and billing reconciliations.

Demonstrated success establishing team operating rhythms, building repeatable CSM playbooks, and driving enablement around value-based storytelling.

Track record of collaborating effectively with Product, Analytics, Engineering, Support, and Finance to solve systemic customer-impacting challenges.

Working knowledge of CRM/CS platforms (Salesforce, Zendesk), performance dashboards, and collaboration tools (Excel, Google Workspace, PowerPoint).

Bachelor’s degree in Business, Communications, or a related field preferred (or equivalent practical experience).