Customer Success Manager

Описание вакансии

At Range Group we believe in the power of the professional travel advisor. We represent over $4.5 billion in annual travel sales. All our investments stem from a common thesis, that travel advisors add real value to a trip. Travel advisors when equipped with technology and 24/7 support are irreplaceable. Equally important is our philanthropy. Range Foundation channels 10% of group profits to social impact. From exploration grants, improved access to education, new discoveries on sea and land, cultural infrastructure, and helping our global neighbors in times of need — we are investing to build a better future.

Role Summary:

The Customer Success Manager (CSM) is responsible for retaining, growing, and optimizing corporate travel programs across a portfolio of clients. This role ensures clients realize full value from their travel program while identifying opportunities to increase adoption, expand services, and drive incremental revenue.

The CSM acts as a strategic advisor, not just a service contact—owning the client relationship post-sale and aligning program performance with client business objectives.

Key Responsibilities

Client Retention & Relationship Management

• Own and manage a portfolio of corporate travel clients
• Build strong relationships with key stakeholders (travel managers, procurement, finance, executive sponsors)
• Lead Annual Business Reviews (ABRs) with clear performance metrics and forward-looking plans
• Proactively identify risks and execute retention strategies
• Keep CRM up to date as per company policy

Revenue Growth & Account Expansion

• Identify and drive upsell and cross-sell opportunities (e.g., Concierge/Entourage services, meetings & events, consulting services)
• Expand program reach across client organizations (“turn over every leaf”)
• Partner with Sales (BDMs) on expansion opportunities and RFP renewals
• Contribute directly to incremental revenue targets within existing accounts

Program Optimization & Adoption

• Monitor and improve contracted vs. transacted performance
• Drive adoption of online booking tools, preferred suppliers, and travel policies
• Analyze travel data to uncover savings, leakage, and optimization opportunities
• Deliver actionable insights using reporting tools (e.g., analytics platforms)

Operational Excellence

• Act as the primary escalation point for service-related issues working closely with our operations teams
• Coordinate with Operations, Implementation, and Supplier Relations teams
• Ensure SLAs are met and service delivery aligns with client expectations
• Support onboarding and ensure a smooth transition to active program usage

Consultative Advisory

• Provide strategic guidance on:

• Travel policy development and compliance
• Supplier sourcing (air, hotel, car)
• Duty of care and risk management
• Cost control and program efficiency

• Position the CSM as a trusted advisor, not just an account manager

Key Performance Indicators (KPIs)

• Client retention rate
• CRM upkeep
• Organic Growth
• Contracted vs. transacted revenue performance
• Adoption rates (OBT usage, preferred supplier compliance)
• ABR completion and execution of account plans
• Client satisfaction (NPS or equivalent)

Qualifications & Experience

• 5+ years in corporate travel, account management, or customer success
• Experience within a Travel Management Company (TMC) strongly preferred
• Strong understanding of:

• Corporate travel programs
• GDS / booking tools / travel technology
• Supplier negotiations and travel policies

• Proven ability to manage and grow client relationships

Core Competencies

• Commercial mindset (revenue + retention focused)
• Analytical and data-driven decision making
• Strong communication and executive presence
• Problem-solving and proactive account management
• Ability to influence stakeholders across multiple levels

Success Profile (What Good Looks Like)

• Clients are retained, engaged, and growing
• Travel programs show increasing adoption and compliance
• Clear account plans with measurable outcomes are executed
• The CSM is seen as a strategic partner, not a vendor

We provide a competitive compensation package with a strong pay for performance rewards approach. Employees have the opportunity to participate in incentive programs and compensation tied to business and individual performance. The expected compensation range for this position is: $80.000 to $100,000.

The actual compensation may vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.

The Range Group may use artificial intelligence throughout the recruitment process to screen, assess or select applicants for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by humans. *We thank all candidates for their interest however only those selected for an interview will be contacted.*