Note: The job is a remote job and is open to candidates in USA. ALTOUR is a globally recognized corporate travel management company and a division of Internova Travel Group, serving clients through innovative and tailored travel solutions. The Customer Success Manager will manage a pooled portfolio of travel clients, drive adoption and retention of the ALTOUR ONE online booking tool, identify growth and churn signals, and coordinate customer support and escalations.
Responsibilities
- Monitor usage and spend trends; act on signals for churn risk and growth opportunity
- Coach customers to achieve high OBT adoption (target 80%+, current: TBD) and use self-serve reporting
- Run targeted outreach and nudges; partner with Marketing on lifecycle campaigns
- Triage non-booking questions and coordinate escalations to the offline desk for complex air
- Capture voice-of-customer; feed insights to Product, Supplier Relations, and Comm Ops
- Hit portfolio KPIs: activation in 30/60/90, adoption %, NRR, CSAT/Digital NPS
Skills
- 3–5+ years in Customer Success/Account Management in travel or SaaS-like environments
- Comfortable with dashboards and basic analysis; turns data into next-best actions
- Excellent written/verbal communication and customer education skills
- Organized portfolio manager who thrives in standardized, digital-first workflows
- Bias to automation; champions change that reduces effort for customers and teams
Benefits
- Choice of two medical plans and two dental plans
- Vision insurance
- Flexible spending accounts (FSAs)
- Company-paid life insurance and AD&D
- Optional additional life insurance and AD&D
- Disability insurance
- Paid parental leave
- Paid time off
- 401k Plan with company match
- Discounted employee travel options
- Access to LinkedIn Learning webinars and courses
- Discounted pet insurance
- Discounted auto, home, & renters insurance
- This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.
- Remote work
Company Overview