Corporate Traveler - Senior Customer Success Manager - New York, NY

• Own proactive account management across a complex portfolio, including account planning, customer outreach, business reviews, and strategic engagement activities.

• Lead new customer Hypercare programs in partnership with the Onboarding team to drive adoption and long-term success.

• Develop and execute customer retention, growth, and risk management strategies.

• Drive total transaction value (TTV) growth, hotel attachment, preferred supplier adoption, leakage capture, and commission yield performance.

• Build and present compelling business reviews featuring financial insights, savings narratives, and strategic recommendations.

• Manage customer escalations, complex account issues, and multi-stakeholder relationships with confidence and professionalism.

• Maintain accurate Salesforce records, including opportunities, account plans, meetings, risk plans, and case notes.

• Identify at-risk accounts and implement proactive recovery and retention plans.

• Build strong relationships across multiple levels of customer organizations, including executive stakeholders.

• Deliver savings reporting, rebate visibility, share-shift recommendations, and strategic financial insights.

• Maintain deep expertise in Melon OBT, Workspace, Salesforce, and related customer-facing technologies.

• Support Sales and Customer Success alignment on new business wins, cross-sell opportunities, and account growth initiatives.

• Contribute to coaching, mentoring, process improvement initiatives, and Customer Success best practices.

• Represent Customer Success in regional meetings and national initiatives.

• Other duties and tasks as assigned

• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

• Minimum 3 years of Customer Success, Account Management, or related experience in a B2B or travel environment.

• Proven track record managing complex accounts with measurable retention and growth outcomes.

• Demonstrated success handling customer escalations and multi-stakeholder relationships.

• Experience presenting to senior leaders and executive stakeholders.

• Strong financial acumen with experience building savings reports and growth narratives.

• Experience using Salesforce, PowerBI, Gong, or similar reporting and CRM tools.

• Strong working knowledge of online booking tools (OBTs), such as Melon, SAP Concur, or equivalent platforms.

• Ability to analyze data and translate insights into actionable customer strategies.

• Experience within corporate travel management, TMC, or related industries preferred.

• Experience mentoring or coaching Customer Success colleagues preferred.

• College degree or equivalent advanced degree preferred.

• Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually.

• Travel perks/discounts

• Health & Wellness Programs and Employee Financial Wellness Services

• National/International Award Nights and Conferences

• Health benefits including, medical, dental, vision, gender affirming care, and fertility care

• Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability

• Flexible Spending Accounts

• Employee Assistance Program

• 401k program with partial match

• Tuition Reimbursement Program

• Employee Share Plan - Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions

• Global career opportunities in a network of brands and businesses

*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.

Location - New York, NY

If this sounds like the opportunity you have been waiting for then APPLY NOW.

For this position, we anticipate offering an annual salary of $100,000 - $105,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

As part of our recruitment process, we may use AI tools to assist in various stages, including the screening and assessment of applications. These tools support our evaluation of candidates based on role relevant qualifications, skills and experience. All decisions are made by our hiring team and stakeholders.

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

Our number one philosophy? Our people. Flight Centre Travel Group USA's promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at careers@us.flightcentre.com

🌟 GBTA WINiT Top 50 Award Recipients (2018-2025) 💫 CHHR: 5-Star DE&I Employer (2023, 2024, 2026) 🌍 Seramount, FCTG Mexico: Member of the Global Inclusion Index (2023-2025) 📰 Newsweek: America's Greatest Workplaces for Diversity (2024) 💛 Benefits Canada: Health/Wellness Program and Mental Health Program (2023, 2025) ✈️ OutThere Awards: Inclusive Travel Finalist (2025) 🏅 Canadian HR Awards: Excellence in Diversity and Inclusion Awardee (2025) 🤝 2026 Disability Index®: World's Top Disability Inclusive Business

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