Customer Success Manager

Role Overview

Serve as a primary point of contact for assigned customers, building strong relationships and delivering a consistent, responsive customer experience from onboarding through ongoing account management. Guide newly onboarding customers through structured onboarding and implementation workflows.

What You Will Do

Manage customer onboarding, implementation, and go-live timelines; track milestones, document next steps, and drive customers through implementation and go-live timelines; provide guidance and recommendations to customers on product features, best practices, and adoption strategies.

Why It Might Be a Fit

The ideal candidate will possess a combination of excellent interpersonal skills, a strong customer-focused mindset, and the ability to proactively address challenges; demonstrated ability to manage multiple customer accounts and priorities simultaneously; self-motivation and organization are highly important.

Requirements

• Proven experience in a customer-facing role, preferably as a Customer Success Manager, Account Manager, or similar (2+ years preferred); Strong understanding of customer success principles, customer retention, and product adoption strategies; Ability to manage structured customer onboarding projects, track milestones, document next steps, and drive customers through implementation and go-live timelines; Excellent communication and interpersonal skills, with the ability to build and maintain relationships at all levels of an organization; Demonstrated ability to manage multiple customer accounts and priorities simultaneously; Self-motivation and organization are highly important; Solid problem-solving skills and the ability to address customer concerns with empathy and professionalism; Ability to recognize customer risk, summarize account trends, communicate next steps clearly, and work with cross-functional partners to resolve customer needs; Proficiency in using AI tools (e.g., Copilot, Claude, or ChatGPT); Previous experience with contract renewals, and expansion and adoption opportunities; Experience with SaaS (Software as a Service) products or technology services is highly desirable; Minimum Qualifications: Bachelor’s degree in business, marketing, or related field, or equivalent experience; Experience in a B2B environment, particularly with high-value enterprise customers; Previous experience supporting customer onboarding, implementation, software launch, or customer training activities in a SaaS or technology environment preferred; Experience supporting customer escalations, retention risk tracking, account health conversations, renewals, cancellations, or account-change processes preferred; Previous experience working in the tour operator/travel industry in a customer success, support, trip planner, or sales/operations role is preferred

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or retirement plan
• Paid time off (vacation, sick leave, etc.)
• Flexible work schedule
• Professional development opportunities
• Inclusive workplace that values diversity of thought, experience, and background