- Professional
The Customer Success Manager I (CS Manager I) is the primary liaison during the onboarding phase for customers of our Travel and Hospitality products. This role is pivotal in delivering exceptional implementation and training experiences, answering inquiries, resolving product-related issues, and providing how-to knowledge that fosters strong customer relationships. Focused on ensuring successful onboarding, the CS Manager I builds customer confidence from day one and plays a key role in driving product adoption, customer satisfaction, and long-term retention through high-quality service and support.
Accountabilities:
• Consistently deliver timely, high-quality onboarding and training experiences with support from leadership as needed
• Coordinate cross-functionally with teams like Science and Product to resolve onboarding and training issues and communicate options and solutions clearly to customers
• Provides ongoing product support and helps ensure smooth customer experiences
• Collaborate with the Customer Success Operations Manager to meet customer needs and support ongoing retention goals
Responsibilities:
• Serve as the day-to-day onboarding and training contact for assigned customers, managing communication and providing timely, empathetic responses to any questions or concerns
• Troubleshoot, escalate, and triage any customer issues arising from the onboarding phase, collaborating with Product, Science, and Customer Success Ops to drive resolution
• Participate in recurring onboarding check-ins with customers to reinforce engagement and ensure continued satisfaction • Monitor and act on customer onboarding KPIs, surfacing trends or potential risks to leadership
• Capture customer feedback and help prioritize enhancements or fixes arising from the onboarding cycle
• Contribute to both internal and external customer-ready documentation and workflows to enhance onboarding processes and improve efficiency
• Maintain a clear and thorough understanding of product functionality to deliver effective, proactive guidance though the onboarding cycle
• Assist with data analysis and troubleshooting, providing actionable insights where applicable
Requirements:
• Bachelor’s degree with strong academic credentials (Engineering, Economics or Business preferred)
• 2-4 years of customer‐facing experience in technology, product management, or consulting
• Excellent written and verbal communications skills, including proficiency in MS PowerPoint
• Creative analytical capabilities and problem-solving skills, leveraging data analysis tools (proficiency in Excel a must, SQL, or BI tool experience a plus)
• Ability to proactively manage multiple commitments and tasks across multiple customers
• Intellectual curiosity and eagerness to apply rigorous analytics to business problem
