**Job Title**Custmer Success Manager**External Job Title:** Customer Success Manager**Position:** Permanent**Location:** Canada, Toronto, Ottawa## About the Business AreaThe Airline Distribution Customer Success team is responsible for helping airline customers maximize the value of their Amadeus solutions. Through strategic partnership, operational expertise, and customer advocacy, the team drives adoption, satisfaction, retention, and revenue growth across a portfolio of airline customers.We work closely with airline stakeholders, including operational leaders, commercial teams, and executive decision-makers, to ensure customers achieve measurable business outcomes while optimizing their investment in Amadeus solutions.## Summary of the RoleAs a Customer Success Manager (CSM), you will own the post-sales customer lifecycle for a portfolio of airline customers. You will be responsible for driving solution adoption, customer satisfaction, retention, and growth opportunities while serving as a trusted advisor to key customer stakeholders.The CSM develops strategic relationships across customer organizations, understands customer business objectives, and partners with internal teams to ensure customers achieve expected outcomes throughout their journey with Amadeus.This role is critical in supporting renewal success, identifying expansion opportunities,



and ensuring customers realize ongoing value from their Amadeus investments.## In This Role You'll### Own the Customer Success Strategy* Develop and maintain customer success plans aligned to customer business objectives and desired outcomes.* Establish measurable success criteria, KPIs, and adoption goals with customer stakeholders.* Build and maintain executive and operational stakeholder relationships.* Serve as the primary customer advocate within Amadeus.* Coordinate cross-functional teams to ensure successful execution of customer objectives.* Participate in customer transition and handover activities following implementation or solution deployment.### Drive Solution Adoption and Business Value* Promote adoption and utilization of Amadeus solutions across customer organizations.* Monitor customer health, usage trends, and success metrics.* Deliver recommendations and best practices that help customers maximize return on investment.* Conduct regular business reviews and success planning sessions.* Identify risks to adoption, engagement, or customer satisfaction and develop mitigation plans.* Support customers through organizational or operational changes that may impact solution usage.### Manage Customer Health and Satisfaction* Proactively monitor customer performance indicators and engagement levels.* Lead customer success reviews focused on business outcomes and value realization.* Gather customer feedback and identify opportunities for continuous improvement.* Collaborate with Product, Support, Consulting, and Delivery teams to address customer needs.* Coordinate resolution efforts during customer escalations and critical business situations.* Contribute to customer satisfaction initiatives, including NPS and relationship survey programs.### Support Renewals and

📌 Custmer Success Manager (Toronto)
🏢 Amadeus
📍 Toronto