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About the Role

Corporate Traveler USA is seeking a Senior Customer Success Manager to own and grow a portfolio of complex, high-value client accounts. This role drives retention, revenue growth, and long-term strategic partnerships while delivering exceptional customer outcomes. You will collaborate across Customer Success, Sales, and Onboarding teams, leveraging commercial acumen, executive presence, and technology expertise to create measurable business impact. This is an opportunity for a customer-focused professional ready to influence client success, mentor colleagues, and contribute to the evolution of a high-performing Customer Success function.

Responsibilities

Own proactive account management across a complex portfolio, including account planning, customer outreach, business reviews, and strategic engagement activities.
Lead new customer Hypercare programs in partnership with the Onboarding team to drive adoption and long-term success.
Develop and execute customer retention, growth, and risk management strategies.
Drive total transaction value (TTV) growth, hotel attachment, preferred supplier adoption, leakage capture, and commission yield performance.
Build and present compelling business reviews featuring financial insights, savings narratives, and strategic recommendations.
Manage customer escalations, complex account issues, and multi-stakeholder relationships with confidence and professionalism.
Maintain accurate Salesforce records, including opportunities, account plans, meetings, risk plans, and case notes.
Identify at-risk accounts and implement proactive recovery and retention plans.
Build strong relationships across multiple levels of customer organizations, including executive stakeholders.
Deliver savings reporting, rebate visibility, share-shift recommendations, and strategic financial insights.
Maintain deep expertise in Melon OBT, Workspace, Salesforce, and related customer-facing technologies.
Support Sales and Customer Success alignment on new business wins, cross-sell opportunities, and account growth initiatives.
Contribute to coaching, mentoring, process improvement initiatives, and Customer Success best practices.
Represent Customer Success in regional meetings and national initiatives.
Other duties and tasks as assigned.
Contribute to a safe, inclusive, and accessible work environment where all employees feel welcomed, respected, and supported to thrive.

Requirements

Minimum 3 years of Customer Success, Account Management, or related experience in a B2B or travel environment.
Proven track record managing complex accounts with measurable retention and growth outcomes.
Demonstrated success handling customer escalations and multi-stakeholder relationships.
Experience presenting to senior leaders and executive stakeholders.
Strong financial acumen with experience building savings reports and growth narratives.
Experience using Salesforce, PowerBI, Gong, or similar reporting and CRM tools.
Strong working knowledge of online booking tools (OBTs), such as Melon, SAP Concur, or equivalent platforms.
Ability to analyze data and translate insights into actionable customer strategies.
Experience within corporate travel management, TMC, or related industries preferred.
Experience mentoring or coaching Customer Success colleagues preferred.
College degree or equivalent advanced degree preferred.

Skills

Salesforce
PowerBI
Gong
Melon OBT
Workspace
Online booking tools (OBTs)

Location

New York, NY

Work Type

Onsite

Experience Level

Senior

Education Level

College degree or equivalent advanced degree preferred

Salary/Compensations

$100,000 - $105,000

Benefits

Have fun
Reward & Recognition
Personal connections
Diversity, Equity & Inclusion initiatives
A career, not a job
Support for professional and personal development
Giving Back program
Paid Time Off (up to 15 vacation days increasing to 20, 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, 9 holidays)
Travel perks/discounts
Health & Wellness Programs
Employee Financial Wellness Services
National/International Award Nights and Conferences
Health benefits (medical, dental, vision, gender affirming care, fertility care)
Insurance (hospital indemnity, AD&D, critical illness, long-term and short-term disability)
Flexible Spending Accounts
Employee Assistance Program
401k program with partial match
Tuition Reimbursement Program
Employee Share Plan
Global career opportunities

About the Company

Corporate Traveler is one of Flight Centre Travel Group’s (FCTG) most successful brands, globally.
Our mission is to dominate the SME market, making the end-to-end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision-makers, travelers and bookers.
We provide our customers with the perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family.
For decades, we’ve been helping go-getter businesses grow through travel.
Corporate Traveler has offices across a global network that spans Australia, Canada, USA, UK, South Africa and New Zealand.
The brand has been part of the Flight Centre Travel Group for more than 26 years and is a key contributor to the ongoing strength of FCTG’s corporate travel division.
Award winning, forward thinking and fun to work for – this is a business for people who love travel, are team players and customer service oriented.
Learn more about Corporate Traveler at https://www.corporatetraveler.us/en-us/careers

Equal Opportunity

Flight Centre Travel Group USA’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees.
We value an inclusive and supportive workplace which truly reflects the diversity of our society.
We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process.
We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at careers@us.flightcentre.com.