Customer Success Manager

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. You will monitor usage and spend trends; act on signals for churn risk and growth opportunity, coach customers to achieve high OBT adoption 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.