Customer Success Management

About the Role

As a Customer Success Management (CSM) Specialist to support our Destinations & More portfolio, working closely with customers across the Media, Travel intelligence and broader travel ecosystem. In this role, you will play a pivotal role in driving customer adoption, value realization, and long‑term success post‑sale. You will build strong relationships with customers, develop strategic success plans, monitor customer health, and proactively influence retention and expansion outcomes.

This role partners closely with Sales Executives to identify growth opportunities and ensure seamless renewals. You will also serve as a trusted advisor to customers, guiding them through best practices and helping them maximise the value of our solutions.

Roles & Responsibilities

• Drive Up‑Front Customer Alignment & Goal Setting

• Participate in internal handover meetings to understand the account plan and customer context.

• Co‑develop Customer Success Plans with key stakeholders, outlining KPIs, success metrics, and program design.

• Establish clear expectations on engagement models and communication cadence.

• Ensure Early Adoption & Usage

• Align with deployment teams to ensure a smooth launch.

• Proactively check in after go‑live to encourage early adoption and share relevant best practices.

• Manage Ongoing Customer Health

• Monitor key usage and performance metrics; intervene early when indicators fall below target.

• Lead recurring business reviews focused on progress, insights, risks, and opportunities for improvement.

• Partner with customers to reinforce alignment to success objectives and value realization.

• Renewals & Expansion

• Identify and qualify cross‑sell and upsell opportunities in close partnership with the Sales Executive.

• Proactively manage retention risk by identifying issues early and supporting mitigation plans.
• Support Sales Executives with renewals by coordinating activities and providing relevant account insights.

• Maintain accurate sales information and customer updates in Salesforce and other required systems.

• Thought Leadership & Best Practice Sharing

• Capture and organize thought leadership materials to support commercial teams in customer meetings and events.

• Contribute to improving internal processes, playbooks, and knowledge sharing across the team.

Relevant Experience:

• Proven experience in Customer Success, Account Management, or a related customer‑facing role.
• Experience in media and/or Travel Intelligence is highly preferred.
• Experience creating and carrying out E2E Customer Success Plans and supporting adoption
• Good understanding of success metrics, KPIs, and customer health management practices
• Excellent communication, stakeholder management, and problem‑solving skills.
• Experience with Salesforce or similar CRM tools.
• A proactive, analytical, and customer‑centric mindset.
• Clear and effective communication skills for customer-facing interactions and cross-functional collaboration, with proficiency in English
• This role requires valid and unrestricted work rights in Thailand.

What we can offer

• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer.
• 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 hybrid working model - We want our employees to do their best work, however the hybrid model 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.
• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.