Customer Success Manager

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🕒 4 days ago

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Internova Travel Group

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2008

📦 Logistics

🏨 Hospitality

✈️ Travel

Logistics • Hospitality • Travel

Internova Travel Group is a prominent travel services company specializing in providing a range of travel-related solutions. The company offers services such as leisure travel, corporate travel management, and cruise travel, catering to diverse client needs. With a strong focus on customer satisfaction and innovative travel experiences, Internova aims to enhance the way people travel and explore the world.

📋 Description

• Manage travel clients and increase adoption of our OBT, Altour One! • Drive activation, adoption, retention, and growth across a pooled portfolio in a digital-first environment. • Guide customers to self-serve through ALTOUR ONE and related tools. • Spot growth signals and risks; coordinate with the pooled offline desk only when needed. • Help incubate accounts for graduation into higher tiers as usage and complexity increase. • 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.

🎯 Requirements

• 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 • auto, home, & renters insurance