Job Title Customer Success Manager External Job Title:

Customer Success Manager Position:

Permanent Location:

Canada, Toronto, Ottawa About The Business Area

The 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 Role

As 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

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 Account Growth

Partner with Account Managers and Sales teams to support renewal strategies.



Identify expansion, upsell, and cross-sell opportunities through a deep understanding of customer operations and business goals. Document and communicate customer success outcomes that support commercial discussions. Collaborate with cross-functional stakeholders to drive account growth and long-term customer value. Key Performance Indicators

Customer satisfaction and advocacy Solution adoption and utilization Achievement of customer business outcomes Customer retention and renewal rates Revenue expansion through upsell and cross-sell opportunities Customer health and engagement metrics About The Ideal Candidate

Bachelor's degree in Business, Technology, Engineering, or a related field, or equivalent qualified experience. Minimum 5 years of experience in a customer-facing role such as Customer Success, Account Management, Delivery Management, Customer Care, Product Management, or IT Account Management. Experience managing enterprise customer relationships and engaging stakeholders at multiple organizational levels. Strong communication, relationship management, and consultative problem-solving skills. Ability to influence and collaborate across cross-functional teams. Demonstrated ability to analyze data and translate insights into actionable recommendations. Proficiency with Microsoft Office applications and CRM platforms such as Salesforce. Professional proficiency in English. Experience within the airline, travel technology, or distribution industry. Knowledge of airline distribution, NDC, EDIFACT, or passenger service systems (PSS). Familiarity with Amadeus Airline Distribution solutions and portfolio offerings. Experience using business intelligence and visualization tools

📌 Customer Success Manager (Montreal)
🏢 Amadeus
📍 Montreal