Enterprise Customer Success Manager

Industry: Travel Technology / SaaS

Role Overview

As an Enterprise Customer Success Manager, you will serve as a trusted advisor to strategic enterprise customers, ensuring they achieve maximum value from the platform throughout their entire customer lifecycle.

You will be responsible for onboarding, implementation, adoption, retention, executive stakeholder management, and long-term customer success. Working closely with customer executives, including C-suite stakeholders, you will drive strategic alignment, business outcomes, and customer satisfaction while collaborating internally with Sales, Product, Engineering, Marketing, Support, and Finance teams.

This role combines:

• Enterprise Customer Success

• Strategic Account Management

• Executive Relationship Management

• Customer Adoption

• Retention & Growth

• Project Management

Key Responsibilities

Enterprise Customer Management

• Manage all post-sales activities for a portfolio of enterprise customers.

• Build and maintain strong long-term relationships with key stakeholders.

• Ensure customers achieve measurable business outcomes and maximum platform value.

• Act as the primary point of contact throughout the customer lifecycle.

Customer Onboarding & Implementation

• Lead customer onboarding and implementation processes.

• Manage complex integration and deployment cycles.

• Coordinate activities across multiple customer departments, including:

  • Finance

  • Human Resources

  • Operations

  • Technology Teams

• Ensure successful adoption and smooth transition into ongoing account management.

Executive Stakeholder Management

• Develop trusted advisor relationships with executive stakeholders and C-suite leaders.

• Align customer business objectives with platform capabilities.

• Define success metrics and measurable outcomes.

• Drive strategic conversations that support long-term partnership growth.

Customer Adoption & Retention

• Conduct regular customer health checks to monitor engagement and satisfaction.

• Identify risks proactively and implement retention strategies.

• Drive product adoption and ensure customers leverage relevant platform capabilities.

• Reduce churn through proactive engagement and strategic account planning.

Strategic Account Planning

• Partner closely with Account Executives to develop and execute joint customer success plans.

• Align commercial objectives with customer business priorities.

• Support customer growth and long-term account development.

Business Reviews & Executive Engagement

• Conduct:

  • Quarterly Business Reviews (QBRs)

  • Strategic Business Reviews (SBRs)

  • Executive check-in meetings

• Present:

  • Success metrics

  • Adoption data

  • Business outcomes

  • Strategic recommendations

• Ensure continuous alignment between customer goals and platform value.

Customer Advocacy

• Serve as the voice of the customer internally.

• Gather and communicate customer feedback.

• Collaborate with Product and Engineering teams to improve customer outcomes.

• Advocate for enhancements and feature improvements that support customer needs.

Escalation Management

• Handle customer escalations effectively.

• Coordinate cross-functional teams to resolve issues promptly.

• Maintain customer confidence during challenging situations.

Process Improvement

• Contribute to the evolution of customer engagement and account management practices.

• Leverage Customer Success platforms and tools to improve scalability and effectiveness.

• Support continuous improvement initiatives across the Customer Success organization.

Candidate Profile

Experience

• 5+ years of experience in Enterprise Customer Success Management.

• Experience managing large and complex enterprise accounts.

• Proven ability to build relationships with senior stakeholders and executives.

Industry Experience

Required:

• Experience within the Travel Industry.

Examples may include:

• Travel Technology

• Travel SaaS

• Online Travel Agencies (OTA)

• Hospitality Technology

• Airline Technology

• Corporate Travel Solutions

Customer Success Expertise

• Customer Lifecycle Management

• Enterprise Account Management

• Customer Adoption

• Customer Retention

• Executive Relationship Management

• Strategic Account Planning

Project Management Skills

• Strong project management and organizational abilities.

• Experience managing multiple complex customer initiatives simultaneously.

• Ability to coordinate internal and external stakeholders effectively.

Problem Solving & Prioritization

• Strong analytical and critical-thinking skills.

• Ability to prioritize effectively in fast-paced environments.

• Comfortable handling complex customer challenges and driving solutions.

Communication Skills

• Excellent verbal and written communication abilities.

• Strong presentation skills for executive audiences.

• Comfortable facilitating strategic discussions and business reviews.

Language Requirements

• Fluent French

• Fluent English

Professional proficiency in both languages is required.

Education

• Bachelor's Degree preferred.

• Equivalent professional experience will also be considered.

Ideal Candidate Profile

The successful candidate will demonstrate:

Customer Success Expertise

• Enterprise Customer Success

• Customer Retention

• Customer Adoption

• Churn Reduction

• Customer Health Monitoring

Strategic Skills

• Executive Stakeholder Management

• Strategic Account Planning

• Business Reviews

• Trusted Advisor Relationships

• Customer Advocacy

Operational Skills

• Project Management

• Implementation Management

• Integration Coordination

• Escalation Management

• Cross-Functional Collaboration

Personal Attributes

• Initiative

• Attention to Detail

• Problem Solving

• Adaptability

• Resilience

• Results Orientation

Key Skills for an English CV

• Enterprise Customer Success Management

• Strategic Account Management

• Executive Stakeholder Management

• Customer Lifecycle Management

• Customer Retention

• Customer Adoption

• Customer Health Checks

• Quarterly Business Reviews (QBRs)

• Strategic Business Reviews (SBRs)

• Customer Onboarding

• SaaS Implementation

• Integration Management

• Churn Reduction

• Customer Advocacy

• Voice of Customer (VoC)

• Escalation Management

• Travel Technology

• Project Management

• Cross-Functional Collaboration

• Enterprise SaaS