Customer Success Manager

Overview :

As Customer Success Manager, you will be responsible for building and maintaining strong relationships with our customers to ensure their satisfaction and loyalty and for ensuring they gain maximum value from the product. You will focus on building long-term relationships, addressing customer needs, and fostering loyalty by providing onboarding, training, support, guidance, and proactive assistance throughout the customer lifecycle. Your role will involve collaborating closely with various teams, including sales, operations, and marketing, to deliver exceptional service and exceed customer expectations.

Roles & Responsibilities :

Manage customer setup, onboarding, and activation, ensuring a smooth implementation journey.

Conduct training sessions for client teams to enable effective usage of our products and platforms.

Act as the primary point of contact for clients, handling all queries, escalations, and support requests.

Proactively engage with customers to understand their requirements and deliver tailored solutions.

Coordinate with internal teams (Sales, Operations, and Marketing) to ensure seamless service delivery.

Train clients on booking and managing flights, hotels, cruises, and other travel services.

Track customer satisfaction, collect feedback, and suggest improvements to enhance customer experience.

Resolve issues / escalations promptly and maintain a high standard of professionalism and service.

Build and nurture long-term customer relationships, driving loyalty and repeat business.

Stay updated with industry trends, tools, and best practices to ensure customer success and retention

Desired Skills :

5–7 years of experience in Customer Success, Account Management, or Client Servicing (preferably in the travel industry ).

Excellent communication and interpersonal skills to build rapport with clients at different levels.

Strong problem-solving abilities with a customer-first mindset.

Good organizational and multitasking skills with attention to detail.

Proficiency in CRM systems, Microsoft Office Suite , and other customer engagement tools.

Ability to work in a fast-paced, target-driven environment with cross-functional collaboration.