Customer Success Manager

Customer Success Manager

At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients' and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News). Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive. We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you'll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey.

Responsibilities

We are seeking a dynamic professional with a proven ability to build and strengthen corporate relationships. In this pivotal role as Customer Success Manager, you will champion the introduction of an innovative, customer-friendly product designed to streamline reservations and drive efficiency for our clients while fueling growth and differentiation for our business. The ideal candidate will drive activation, adoption, retention, and growth across a pooled portfolio in a digital-first environment. You will guide customers to self-serve through ALTOUR ONE and related tools; spot growth signals and risks; coordinate with the pooled offline desk only when needed, and help incubate accounts for graduation into higher tiers as usage and complexity increase.

• Monitor usage and spend trends; act on signals for churn risk and growth opportunity.
• Coach customers to achieve high OBT adoption (target 80%+, current : TBD) and use self-serve reporting.
• Run targeted outreach and nudges; partner with Marketing on lifecycle campaigns.
• Triage non-booking questions and coordinate escalations to the offline desk for complex air.
• Capture voice-of-customer; feed insights to Product, Supplier Relations, and Comm Ops.
• Hit portfolio KPIs : activation in 30 / 60 / 90, adoption %, NRR, CSAT / Digital NPS.

Qualifications

PAY AND BENEFITS

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

The salary range on this job posting / advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company's financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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