Customer Success Manager

Job Title Customer Success Manager Overview The airline industry is evolving, and airlines are taking full control of their products through Offer Management Systems. At Amadeus , the Offer Business Domain is leading this transformation with a market‑defining solution covering the full Offer value chain, including pricing, merchandising, ancillary services, revenue management, and NDC. As a Customer Success Manager , you will be the key link between airline customers and Amadeus delivery teams. You will translate airline strategies into actionable plans, align stakeholders across commercial, product, and R&D teams, and ensure successful implementation of Offer & NDC solutions. Your role will focus on driving customer value, fostering collaboration, and ensuring airlines achieve their strategic goals. Solution Shaping & Proposal Leadership Analyse customer requirements and shape best‑fit Offer/NDC solutions. Anticipate customer needs. Proactively suggest business use cases and new developments grounded in a deep understanding of the airline’s strategy and operations, combined with Amadeus (1A) capabilities, product roadmaps/directions, and current/future availabilities. Coordinate technical, product, and architectural inputs across R&D to deliver cohesive, high‑quality responses. Translate complex product capabilities into compelling business benefits. Define product adoption paths. Ensure the best overall usage of the airline’s contract with Amadeus to maximise total business value: leverage contracted entitlements, align proposals with commercial frameworks, and optimise the mix of product adoption and services. Identify, qualify, and drive upsell opportunities (products and services) with the account team and support proposals through to closure. Execution Leadership Act as the orchestrator ensuring alignment between all contributing Amadeus teams, in particular Development, Product Analysts, QA, and Architects in the multiple SAFe Trains of Offer & NDC. Secure smooth handover from solutioning into delivery teams. Build and track delivery plans, capacity requirements, budget, and execution timelines. Keep alignment with business objectives across the full lifecycle by coordinating tightly with the airline in agile mode—from planning of development to integration points, acceptance criteria, deployment in Production and support to business adoption. Track progress toward business objectives, escalating risks and driving mitigation plans. Governance & Stakeholder Engagement Establish and operate a robust governance model with the Offer & NDC Business Domain aligned with the Solution Centre framework, ensuring consistent communication, transparency, and joint decision‑making across all phases of the engagement. Lead structured engagement with both internal and external stakeholders—including senior decision‑makers from the airline, Amadeus management, Delivery Trains, Product Management, Solution Centre governance, and the Account Team—to maintain alignment on priorities, risks, dependencies, and expected outcomes. Drive continuous measurement of value realisation, establishing KPIs and success criteria linked to the airline’s business objectives and using these insights to guide prioritisation, improvements, potential upsells, and the strategic narrative delivered to senior stakeholders. What we can offer you A critical mission and purpose - At Amadeus, you\'ll power the future of travel with 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, from on-the-job training to formal activities, and daily interactions.