Customer Success Manager

Job Title

External Job Title: Customer Success Manager

Position: Permanent

Location: Canada, Toronto, Ottawa

About the Business Area

The Airline Distribution Customer Success team is responsible for helping airline customers maximize the value of their Amadeus solutions. Through strategic partnership, operational expertise, and customer advocacy, the team drives adoption, satisfaction, retention, and revenue growth across a portfolio of airline customers.

We work closely with airline stakeholders, including operational leaders, commercial teams, and executive decision-makers, to ensure customers achieve measurable business outcomes while optimizing their investment in Amadeus solutions.

Summary of the Role

As a Customer Success Manager (CSM), you will own the post-sales customer lifecycle for a portfolio of airline customers. You will be responsible for driving solution adoption, customer satisfaction, retention, and growth opportunities while serving as a trusted advisor to key customer stakeholders.

The CSM develops strategic relationships across customer organizations, understands customer business objectives, and partners with internal teams to ensure customers achieve expected outcomes throughout their journey with Amadeus.

This role is critical in supporting renewal success, identifying expansion opportunities, and ensuring customers realize ongoing value from their Amadeus investments.

In This Role You'll

Own the Customer Success Strategy

• Develop and maintain customer success plans aligned to customer business objectives and desired outcomes.
• Establish measurable success criteria, KPIs, and adoption goals with customer stakeholders.
• Build and maintain executive and operational stakeholder relationships.
• Serve as the primary customer advocate within Amadeus.
• Coordinate cross-functional teams to ensure successful execution of customer objectives.
• Participate in customer transition and handover activities following implementation or solution deployment.

Drive Solution Adoption and Business Value

• Promote adoption and utilization of Amadeus solutions across customer organizations.
• Monitor customer health, usage trends, and success metrics.
• Deliver recommendations and best practices that help customers maximize return on investment.
• Conduct regular business reviews and success planning sessions.
• Identify risks to adoption, engagement, or customer satisfaction and develop mitigation plans.
• Support customers through organizational or operational changes that may impact solution usage.

Manage Customer Health and Satisfaction

• Proactively monitor customer performance indicators and engagement levels.
• Lead customer success reviews focused on business outcomes and value realization.
• Gather customer feedback and identify opportunities for continuous improvement.
• Collaborate with Product, Support, Consulting, and Delivery teams to address customer needs.
• Coordinate resolution efforts during customer escalations and critical business situations.
• Contribute to customer satisfaction initiatives, including NPS and relationship survey programs.

Support Renewals and Account Growth

• Partner with Account Managers and Sales teams to support renewal strategies.
• Identify expansion, upsell, and cross-sell opportunities through a deep understanding of customer operations and business goals.
• Document and communicate customer success outcomes that support commercial discussions.
• Collaborate with cross-functional stakeholders to drive account growth and long-term customer value.

Key Performance Indicators

Success in this role is measured through:

• Customer satisfaction and advocacy
• Solution adoption and utilization
• Achievement of customer business outcomes
• Customer retention and renewal rates
• Revenue expansion through upsell and cross-sell opportunities
• Customer health and engagement metrics

About the Ideal Candidate

• Bachelor's degree in Business, Technology, Engineering, or a related field, or equivalent professional experience.
• Minimum 5 years of experience in a customer-facing role such as Customer Success, Account Management, Delivery Management, Customer Care, Product Management, or IT Account Management.
• Experience managing enterprise customer relationships and engaging stakeholders at multiple organizational levels.
• Strong communication, relationship management, and consultative problem-solving skills.
• Ability to influence and collaborate across cross-functional teams.
• Demonstrated ability to analyze data and translate insights into actionable recommendations.
• Proficiency with Microsoft Office applications and CRM platforms such as Salesforce.
• Professional proficiency in English.
• Experience within the airline, travel technology, or distribution industry.
• Knowledge of airline distribution, NDC, EDIFACT, or passenger service systems (PSS).
• Familiarity with Amadeus Airline Distribution solutions and portfolio offerings.
• Experience using business intelligence and visualization tools such as Tableau or Qlik.
• Knowledge of customer success methodologies, adoption frameworks, and customer health management.
• Additional language skills supporting customer assignments within the region.

Key Competencies

• Customer-centric mindset
• Executive presence and stakeholder management
• Strategic thinking and business acumen
• Analytical and data-driven decision making
• Adaptability and resilience
• Cross-functional collaboration
• Strong organizational and prioritization skills
• Ability to identify growth opportunities and drive customer value

Travel Requirements

• Up to 20% travel within North America and Latin America.

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 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 and committed to an accessible recruitment process. 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.

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.