Manager, Customer Success Management

Job Title

Manager, Customer Success Management

Job Title: Manager, Customer Success Management (Cytric)

Location: United States

Reports to: Head of Customer Success

Company Overview

Amadeus Cytric is a dynamic and rapidly growing business unit within Amadeus, committed to redefining corporate travel and expense management. With over 800 professionals globally, we combine the agility and innovation of a SaaS scale-up with the global reach and strength of Amadeus, the world leader in travel technology.

Our vision is to create the most intelligent, connected, and sustainable corporate travel ecosystem - delivering a seamless and intuitive experience for enterprises and their travelers.

Role Overview

The Manager, Customer Success Management role will own the post-sale customer lifecycle for a portfolio of North American enterprise clients. This role is responsible for driving adoption, retention, expansion, and long-term strategic value realization of Cytric solutions.

The ideal candidate will serve as a trusted advisor to enterprise travel, procurement, finance, and IT stakeholders - ensuring customers achieve measurable outcomes aligned to their corporate travel and expense strategies. This individual will partner closely with Sales, Product, Support, and TMC partners to deliver a cohesive customer experience.

This is a highly visible, customer-facing role focused on revenue protection and growth within the installed base.

Key Responsibilities

Customer Lifecycle & Account Ownership

• Own a portfolio of enterprise customers across the US market

• Lead onboarding coordination and ensure seamless transition from Sales to Customer Success

• Develop and execute customer success plans aligned to client objectives and KPIs

• Conduct regular business reviews (QBRs / EBRs) with executive stakeholders

• Monitor health metrics, adoption trends, and usage data to proactively mitigate risk

Adoption & Value Realization

• Drive product adoption across traveler populations, travel managers, and administrators

• Identify opportunities to optimize workflows, automation, AI capabilities, and integrations

• Ensure customers realize time-to-value and ROI aligned to contractual objectives

• Support change management initiatives during rollouts and program expansions

• Promote best practices across booking, servicing, expense integration, and reporting

Retention & Expansion

• Drive renewal strategy in partnership with Account Executives

• Identify and develop expansion opportunities including additional modules, markets, or services

• Protect ARR through proactive engagement and executive alignment

• Manage commercial risk signals and coordinate mitigation strategies internally

Cross-Functional Collaboration

• Partner with Sales to support upsell and cross-sell opportunities

• Provide structured customer feedback to Product to influence roadmap priorities

• Coordinate with Support and Professional Services to ensure timely issue resolution

• Collaborate with TMC partners to ensure operational alignment

• Act as customer advocate internally within Amadeus

Market & Industry Engagement

• Maintain deep understanding of the North American managed travel ecosystem

• Stay current on corporate travel trends, compliance considerations, AI innovation, and distribution evolution

• Represent Cytric at industry events and customer forums as needed

Required Qualifications

Industry Expertise

• Strong understanding of enterprise travel programs and Travel Management Companies (TMCs)

• Experience with online booking tools and travel distribution systems (GDS knowledge preferred)

• Experience in corporate travel technology, expense management, or adjacent B2B SaaS industries

Professional Experience

• 5-8+ years in Customer Success, Account Management, or Strategic Account roles

• Experience managing enterprise SaaS accounts with recurring revenue responsibility

• Demonstrated success driving renewals and expansion within complex accounts

• Experience working in global, matrixed organizations preferred

Core Competencies

• Executive presence and ability to engage VP- and C-level stakeholders

• Strong commercial acumen with understanding of ARR, retention, and expansion metrics

• Data-driven decision making using customer health and adoption insights

• Exceptional communication and relationship-building skills

• Ability to influence cross-functionally without direct authority

• Proactive, ownership mindset with strong operational discipline

Key Performance Indicators (KPIs)

• Net Revenue Retention (NRR)

• Gross Renewal Rate

• Product Adoption Metrics

• Expansion Revenue Contribution

• Customer Health Score Improvement

• Executive Engagement Coverage

Location

United States (remote with travel 10%-15%).

Working at Amadeus, you will find:

A critical mission and purpose- At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great opportunities to learn- Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

A caring environment- Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

A complete rewards offer- Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

A flexible working model- We want our employees to do their best work, wherever and however it works best for them.

A diverse and inclusive community- We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company- Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

Application process:

The application process takes no longer than 10 minutes!

Create your candidate profile, upload your Resume/CV and apply today!

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

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