Senior Lead - Customer Success Management (CSMs)

About the Role:

As a Senior Lead - Customer Success Management (CSMs) support in maximizing the value of Amadeus solutions, helping them achieve measurable business outcomes and a higher return on investment. CSMs bring expertise to help customers expand their business, understand their needs, and promote early adoption and effective use of Amadeus products. This enables Amadeus to respond quickly and accurately to customer needs.

CSMs work with customers to increase adoption and help them reach their goals after implementation. Key performance indicators (KPIs) include customer satisfaction, solution usage, value delivered, low churn, and growth through upsells. While Account Managers remain the main point of contact, CSMs support the post-sales cycle and contribute to successful renewals and account growth.

Depending on the size and complexity of the customer, a CSM may support one or more accounts. CSMs collaborate closely with Account Managers and are key members of the Extended Account Team.

Main Roles & Responsibilities:

- Customer Success Planning & Stakeholder Alignment

• Guide Customer Success Plans, aligning goals, KPIs, tracking methods, and value outcomes.

• Coordinate cross‑functional engagement and facilitate discussions with key decision‑makers.

• Co‑create shared plans with customers, ensuring clear expectations and stakeholder mapping.

• Join handover meetings with Account Managers (AMs) to understand account context.

• Support local Customer Success teams so activities align with the global account plan.

- New Solution Implementation & Early Adoption

• Support early use and help ensure a smooth introduction of new solutions.

• Provide clear implementation updates to customer decision‑makers.

• Facilitate go‑live sessions and complete proactive post‑launch check‑ins to encourage usage.

• Work with internal teams to ensure customers have what they need during onboarding.

• Share feedback with relevant teams to support early‑stage improvements.

- Ongoing Customer Health & Value Realisation

• Monitor customer health indicators and respond to early signs of potential issues.

• Facilitate Quarterly/Annual Business Reviews (QBRs/ABRs) to assess value delivery and improvements.

• Coordinate internal experts to address technical questions with clear communication.

• Present dashboards and represent customer needs with Product, Marketing, and leadership teams.

• Identify themes and opportunities to refine ongoing customer use and satisfaction.

- Renewals & Expansion (with Account Manager)

• Identify opportunities to extend customer value and engage Pre‑Sales and Account Managers.

• Support renewal preparation using insights from Customer Success Plans.

• Help ensure alignment between customer goals and renewal discussions.

• Provide relevant usage and progress information to internal stakeholders.

• Collaborate on expansion strategies based on customer objectives.

About the Ideal Candidate

• Prior successful experiences where significant amount of time was spent with customers, at all level. Appetite to understand deep customer needs and their businesses. Demonstrated ability to advocate for customer internally. 
  Curious and knowledgeable about Amadeus solutions. Can extract and present solution values to customers. Ability to develop network internally and at customer. 
  Prior roles such as: Account Manager, Delivery Manager, Customer Care, Product Management, IT Account Management.

• The Customer Success Manager needs a deep understanding of the travel industry (players, trends, principles) and also of the customer whether large or small, airline or Travel Seller. The CSM will have to develop a sense of customer business drivers and well as their competitive landscape (what make them successful) 

• 
  Deep understanding of Amadeus product suite, i.e. strong familiarity with Amadeus solutions and outcomes
  Demonstrate expertise in using analytical, reporting, planning, and marketing tools
  Strong data synthesis skills, with an ability to draw insights from a diverse set of indicators
  Possesses strong conceptual thinking skills to develop customer specific use cases
  Has deep knowledge of technologies and industry trends

• Understanding customer needs
  Able to understand customer needs and overall business case
  Strong customer management skills (e.g., EQ) with an ability to relate to customers easily and probe to understand customer challenges
  Highly adaptable and capable of evolving the success plan

  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

  Lifecycle management
  Anticipates unique problems and offers creative solutions to ensure smooth operational transitions
  Delivers customer training sessions to develop capabilities focused on long-term value creation
  Checks in regularly and proactively with customer to capture feedback and improve satisfaction scores

  Relationship & network building
  Able to develop strong bonds with primary clients
  Able to influence decisions and provide support as needed
  Can effectively present ideas and communicate to variety of internal and external audiences

  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

Note: As part of our recruitment process, successful candidates will be required to complete pre-employment screening, which includes a National Coordinated Criminal History Check. Employment offers and ongoing engagement will be subject to the satisfactory completion of this screening.