Senior Lead - Customer Success Management (csms)

Senior Lead - Customer Success Management (CSMs)

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 outcomesDemonstrate expertise in using analytical, reporting, planning, and marketing toolsStrong data synthesis skills, with an ability to draw insights from a diverse set of indicatorsPossesses strong conceptual thinking skills to develop customer specific use casesHas deep knowledge of technologies and industry trends
• Understanding customer needsAble to understand customer needs and overall business caseStrong customer management skills (e.g., EQ) with an ability to relate to customers easily and probe to understand customer challengesHighly adaptable and capable of evolving the success plan
• Success planningCreative solutioning and strategic success thinking, with an ability to identify new or existing solutions that achieve customer goalsAble 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 managementAnticipates unique problems and offers creative solutions to ensure smooth operational transitionsDelivers customer training sessions to develop capabilities focused on long-term value creationChecks in regularly and proactively with customer to capture feedback and improve satisfaction scores
• Relationship & network buildingAble to develop strong bonds with primary clientsAble to influence decisions and provide support as neededCan effectively present ideas and communicate to variety of internal and external audiences
• Team / Resource managementStrong collaborative leadership, with an ability to work cross functionally (e.g., sales, product) in achieving account goalsAble 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.

What We Can Offer You

• A critical mission and purpose – At Amadeus, you'll support the future of travel with a meaningful mission.
• A truly global DNA – Work in an environment shaped by international collaboration.
• Great opportunities to learn – From on-the-job learning to formal development programs.
• A caring environment – Support for your professional growth and personal well-being.
• A complete rewards offer – Attractive compensation, bonus, caregiving support and health benefits.
• A flexible working model – Empowering you to work in the way that suits you best.
• A diverse, equitable, and inclusive community – A culture of belonging where everyone can thrive.
• A reliable company – Built on trust and long-term relationships.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.