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Amadeus · 1 day ago

Principal Customer Success Manager – Global Strategic Accounts

Maitland, FL

Full-time

Hybrid

Lead/Staff

8+ years exp

Amadeus is a leading company in the travel technology sector, and they are seeking a Principal Customer Success Manager for Global Strategic Accounts. This role involves serving as the primary contact for post-sale support across complex global accounts, driving product adoption, and ensuring long-term customer satisfaction while expanding Amadeus’ presence in strategic accounts.

Air TransportationHotelInformation TechnologySoftwareTourismTravel

Work & Life Balance

Responsibilities

Cultivate relationships with stakeholders across regions and product lines to achieve retention goals and support renewals

Act as the primary global Customer Success contact, guiding clients on product optimisation and usage

Drive product adoption, proactively identify risks, and ensure continued value and satisfaction for assigned accounts

Collaborate with Regional Vice Presidents and Directors of Sales to increase Amadeus Hospitality’s penetration and revenue via upsell and cross-sell opportunities

Coordinate with internal teams for seamless renewals, contract compliance, and conflict resolution

Assess customer satisfaction, collect usage data, and share best practices to support product development and improvement

Participate in customer projects, global campaigns, and strategic initiatives to drive adoption and retention

Prepare value-driven materials for client business reviews, leveraging insights on bookings, profiles, competition, and marketing performance

Take ownership of enterprise accounts, ensuring strong relationship management and global alignment with Customer Success teams

Strategic Relationship Management: Serve as the main post-sale contact for global accounts, developing and executing tailored Customer Success Plans to ensure regional and business unit alignment

Multi-Stakeholder Engagement: Coordinate with executive sponsors, regional leads, and operational teams, facilitating meetings to capture account context and co-create success strategies

Global Adoption & Value Realization: Drive early and ongoing product adoption, share best practices, and ensure consistent value across markets

Customer Health & Performance: Monitor global metrics, proactively address issues, and lead regular touchpoints, engaging experts as needed to meet technical requirements and demonstrate value

Thought Leadership: Organize and document best practices to support global events, customer presentations, and knowledge sharing

Qualification

Customer Success ManagementHospitality Industry KnowledgeRevenue Management ExperienceAnalytical MindsetFluent in EnglishProject ManagementNegotiation SkillsWritten CommunicationVerbal CommunicationTeam Collaboration

Required

Bachelor's degree in a related business field required or equivalent work experience

8 – 10 years of experience in a Customer Success role

Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure

Detail-oriented with a bias toward action

Excellent written and verbal communication skills

Motivated and goal-oriented, able to work within a team as well as individually

Analytical mindset, able to drive conclusions from data analysis

Ability to persuade, influence, and negotiate

Fluent in English

Preferred

Experience in Revenue Management or Digital Agency

Experience in a sales or revenue management capacity within the hospitality industry

Project management experience

Benefits

Attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits

Flexible working model

Caring environment

Company

Amadeus

Glassdoor4.1

Amadeus is a transaction processor providing transaction processing power and technology solutions for the travel and tourism industry. It is a sub-organization of Amadeus.

Founded in 1987

Madrid, Madrid, ESP

10001+ employees