Manager, Customer Success

Job Title: Manager, Customer Success

Location: San Jose, Costa Rica 

Job Description:

Key Responsibilities

Team Leadership & Strategic Vision

• Cultivate a high-performance culture through coaching, mentoring, and professional development.
• Design and implement strategic initiatives to accelerate adoption and maximize the value of Amadeus solutions.
• Establish clear performance goals and monitor key success metrics including customer satisfaction, product usage, Salesforce engagement, and revenue growth.
• Provide guidance and coaching to team members to secure established sales goals for Amadeus Hospitality product lines.
• Foster cross-functional collaboration to align efforts and enhance the customer experience.
• Provide hands-on support in strategic consultations, renewals, and expansion opportunities.
• Guide team members in developing soft skills such as active listening, storytelling, and consultative selling.
• Champion change management and lead the team through evolving business landscapes with agility and resilience.

Customer Impact & Value Delivery

• Empower customers to realize the full potential of Amadeus solutions, driving ROI and long-term success.
• Support the team in articulating the Amadeus value proposition through impactful presentations and value-based selling.
• Promote proactive engagement by understanding customer goals, challenges, and constraints.
• Ensure seamless post-sales experiences including implementation, adoption, and ongoing support.
• Drive account growth through strategic upselling and renewal planning.

Customer Advocacy & Relationship Management

• Serve as a senior escalation point for complex customer issues, ensuring timely and effective resolution.
• Embed customer feedback into internal processes to foster a customer-centric culture.
• Represent Amadeus in high-level client engagements to reinforce trust and strategic partnership.

Ideal Candidate Profile

Education

• Bachelor's degree in a related business field required or equivalent work experience
• Master's degree in a related business field strongly preferred

Experience

• 7+ years: Combination of hospitality or travel Account Management, hotel revenue management / eCommerce / marketing / sales or providing services and solutions to hotels via a SaaS company.
• 3+ years of people leadership experience in Customer Success, hotel revenue management, eCommerce, marketing, or SaaS-based hospitality services.
• 2+ years of experience managing teams to achieve performance targets.
• Proven success in managing customer portfolios involving multiple accounts.

Core Competencies

• Strategic planning and organizational excellence.
• Exceptional communication and interpersonal skills.
• Ability to lead and motivate teams in a fast-paced, result-oriented environment.
• Deep passion for hospitality and commitment to customer success.

Technical Skills

• Proficiency in Microsoft Office Suite (PowerPoint, Word, Excel, Outlook).
• Revenue Management expertise is advantageous.
• Familiarity with Salesforce.com and/or Amadeus Hospitality product suite is a plus.
• Fluent in English required , Spanish or French speaking is a plus
• Ability to work a hybrid work model. The role is located in the San Jose, Costa Rica Office.

What we can offer you:

Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.

• Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.

• Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.

Application process:

The application process takes no longer than 10 minutes!

Create your candidate profile, upload your Resume/CV and apply today!

Working at Amadeus, you will find

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.