Customer Success Manager

A distinguished travel organization is seeking a Customer Success Manager to join its esteemed onsite team in Austin, TX. This role offers an exceptional opportunity to serve as the principal relationship manager for clients throughout their travel experience, ensuring every interaction is handled with empathy, professionalism, and meticulous attention to detail.

You will deliver exemplary customer experiences, cultivate enduring relationships, and guide clients through every phase of their journeys with warmth and bespoke support. Working closely with Travel Advisors, Tour Coordinators, Operations teams, and Marketing, you will help create seamless experiences, share valuable feedback, and continuously enhance service quality.

You will also benefit from an inclusive and supportive workplace that encourages collaboration, knowledge sharing, and personal development while recognizing your interpersonal expertise, technical skills, and contribution to client satisfaction and retention.

Key Responsibilities

As Customer Success Manager, you will guide clients from initial engagement through post-travel follow-up. You will manage multiple accounts, conduct pre-travel consultations, and ensure every interaction is handled with care and accuracy. After each tour, you will gather feedback through calls or surveys to support service improvements.

You will maintain detailed records, identify potential risks, and address concerns before they affect client satisfaction. By collaborating with Travel Advisors, Operations, and Marketing, you will help deliver seamless travel experiences.

• Serve as the primary client contact throughout the travel journey, providing empathetic support, tailored service, and timely resolutions.
• Conduct pre-travel consultations, maintain consistent communication, and ensure clients feel prepared and supported at every stage.
• Resolve routine matters independently, escalate complex issues appropriately, and complete all commitments and follow-up actions promptly.
• Maintain accurate CRM records, gather post-tour feedback, monitor satisfaction metrics, and report insights that support service improvements.
• Collaborate with Travel Advisors, Tour Coordinators, Operations, and Marketing on campaigns, testimonials, promotions, and product enhancements.

Key Requirements

Your Customer Success experience has equipped you with strong interpersonal skills and a professional approach to building client relationships. You solve problems thoughtfully, balancing independent judgment with effective collaboration. Your attention to detail ensures client records, communications, and follow-up actions are accurately documented.

You are proficient with CRM systems, Microsoft Office, and SharePoint, and are eager to learn new technologies. Experience in hospitality, tourism, or account management, combined with knowledge of retention strategies and loyalty programs, enables you to deliver personalized service and build lasting client connections.

• Bring at least three years of experience in Customer Success, Account Management, Hospitality, Tourism, or Client Services, with a strong record of managing client relationships.
• Communicate clearly and professionally by phone and in writing, using a warm approach that builds trust with clients.
• Apply sound judgment, critical thinking, and attention to detail when assessing situations, maintaining records, coordinating follow-ups, and escalating issues.
• Demonstrate strong organizational skills, initiative, and consistent follow-through while independently managing multiple priorities and collaborating across teams.
• Use Microsoft Office, CRM systems, and SharePoint confidently; travel-industry experience and knowledge of retention, engagement, and loyalty strategies are highly desirable.

What sets this company apart

With fifty plus years of experience, the organization creates exceptional travel experiences through compassionate service and values employees who build genuine relationships with clients, colleagues, and partners. Its inclusive, collaborative culture offers training, skill development, knowledge sharing, and cross-departmental opportunities that support professional growth.

By welcoming employee feedback and celebrating teamwork, empathy, and dependability, the company continuously improves its products, services, and processes for travelers worldwide.

What's next

If interested in this position, please contact Michelle Carlberg-Segers at [email protected]