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Customer Success Management Principal (Travel Sellers)Amadeus IT · 2 Locations
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Amadeus IT

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Customer Success Management Principal (Travel Sellers)

🗓️ Posted 2026-10-16 2 Locations Hybrid Sales
💰 Salary Not shared 📊 Market 3,000 EUR–4,500 EUR/mo

About the Company

Ghent Quebec City Dublin Guildford Barcelona Kuala Lumpur Warsaw Founded in 1996, Larian Studios has long been dedicated to creating world-class video games. The team is known for the critically acclaimed Divinity series - six games that straddle multiple genres and defy expectations. Its first crowdfunded success, Divinity: Original Sin, won over 150 awards and nominations, while its sequel Divinity: Original Sin 2 launched with a 93 Metacritic rating, as well as over 160 awards. Its latest game, Baldur's Gate 3, launched to critical acclaim, receiving over 200 Game of the Year Awards, including the five major trophies from the BAFTA Game Awards, Golden Joysticks, Game Developers Choice, DICE, and The Game Awards. Computer Games Specialties: RPG Development, Crowdfunding, Narrative Design, Game Design, Multi-genre Games

Responsibilities

  • ● Customer Success Management Principal (Travel Sellers) Purpose of the Role
  • ● Amadeus Customer Success Management Principal (CSMs) empower Travel Sellers to maximize the value of Amadeus solutions, ensuring a higher return on investment and significant business impact. CSMs bring expertise to support customer business expansion, understanding their needs and constraints to promote early adoption and optimal usage of Amadeus products. This enables Amadeus to respond swiftly and accurately to customer needs.
  • ● CSMs partner with customers to maximize adoption and ensure they achieve desired business outcomes post-implementation. Key performance indicators (KPIs) for CSMs include customer satisfaction, solution adoption, value delivered to customers, low churn, and growth through upsells. While Account Managers remain the primary point of contact, CSMs guide the post-sales cycle, playing a crucial role in successful sales, renewals, and account expansion.
  • ● Depending on the size, complexity, and strategic value of the customer, a CSM may be assigned to one or multiple accounts. CSMs work closely with Account Managers and are integral members of the Extended Account Team.
  • ● Roles and Responsibilities
  • ● Common Accountabilities
  • ● Technical Proficiency: Ensure the team performs at a high level, recognized for their expertise in their area, and may formally train Specialists/Senior Specialists.
  • ● Business Insight: Understand how main business drivers impact their area, assess complex problems with broad impact, improve processes, recommend solutions, and develop risk mitigation plans. Communicate complex information effectively.
  • ● Autonomy: Work with a significant level of independence and collaboration based on management directions, guide projects or contribute to cross-functional projects, and may contribute to resource and budget planning.
  • ● Facilitate Up-Front Customer Alignment and Goal-Setting
  • ● Based in Australia to support strategic Travel Agency customers.
  • ● Participate in internal handover meetings organized by Account Managers to understand the Account Plan and customer context.
  • ● Coordinate Amadeus roles in engaging customers in goal-setting and design, including meetings with key decision-makers to agree on program KPIs, tracking methods, and program design elements.
  • ● Co-create success plans with buyers/decision-makers, codifying program value-driving outcomes.
  • ● Set clear expectations on the engagement model with stakeholders, building a stakeholder map, communicating the role of CSM, and discussing resource requirements and risks based on customer deployment readiness.
  • ● Ensure Early Adoption and Usage
  • ● Share progress updates with key buyers/decision-makers on the implementation journey, working with the implementation team.
  • ● Lead final "go-live" meetings with key administrators and decision-makers post-implementation to align on deployment.
  • ● Regularly check-in during the first 90 days post-launch, discussing key data points (user/admin login rate, number of active users) and tactically finding ways to boost adoption.
  • ● Share helpful resources and collateral content with administrators in the early stages to support deployment.