Customer Success Management Lead - EMEA Travel Sellers

Summary of the Role

As a Customer Success Managemenet Lead for EMEA Travel Sellers, you will play a key role in managing some of our most strategic OTA customers across the region. You will lead the post‑sales customer lifecycle, ensuring strong adoption, usage, and value realization of Amadeus solutions while cultivating long‑term, trust‑based relationships with senior customer stakeholders.

In this high‑impact individual contributor role, you will collaborate closely with Sales & Account Executives, Delivery, Product, PM/PMM, R&D, and other cross‑functional teams to understand customer needs, guide strategic conversations, and support business growth. Your goal: help customers succeed in leveraging our technology while driving retention, satisfaction, and expansion.

Main Responsibilities

Drive strategic alignment & planning

• Participate in internal handovers to understand account plans and customer goals.

• Engage customer decision‑makers to define KPIs, long‑term objectives, and tracking methods.

• Co‑create Customer Success Plans and ensure alignment on vision, expectations, and engagement models.

Ensure early adoption & successful deployment

• Partner with Delivery teams throughout the implementation journey and co‑lead go‑lives.

• Monitor early adoption metrics and guide customers on maximizing usage.

• Identify and activate short‑term improvements and provide support materials during rollout.

Manage ongoing customer health

• Track key performance indicators and proactively address deviations.

• Deliver monthly dashboards and lead regular business reviews.

• Coordinate internal teams to resolve technical issues and continuously improve customer experience.

• Contribute to building and promoting the “OTA Health” framework within the CSM community.

Support renewals & expansion initiatives

• Identify Customer Success Qualified Leads (CSQLs) and collaborate with Sales & AE on growth opportunities.

• Participate in renewal planning discussions, aligning on risks, strategy, and expansion potential.

• Share customer insights to support account planning and long‑term partnership development.

About the Ideal Candidate

• Holds a university degree in Business Administration, Information Technology, Computer Science or a related field.

• Brings significant professional experience (approx. 7+ years) in customer‑facing roles such as customer success, account management, project management, commercial, or technical‑business hybrid roles.

• Possesses a strong understanding of the travel technology ecosystem and OTA business drivers.

• Demonstrates strategic thinking and can translate customer needs and long‑term goals into actionable plans.

• Excels in building and sustaining trust‑based relationships with senior business and technical stakeholders.

• Communicates effectively, adapting messages for different audiences and simplifying complex topics.

• Shows strong analytical skills with the ability to interpret data and extract meaningful insights.

• Adapts quickly to change, ambiguity, and fast‑paced environments.

• Collaborates effectively with cross‑functional teams such as Sales, Delivery, Product, Engineering, and Support.

• Takes ownership, is proactive, and drives initiatives with high autonomy.

• Demonstrates curiosity, problem‑solving ability, and a continuous improvement mindset.

• Fluent in English; additional languages are an advantage.

What we can offer you

• 💰 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.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.