Customer Success Manager Canada or US

OverviewAt Kensington Corporate, our mission is clear: to empower your business travel ecosystem with a partner that understands both the nuances of policy, cost-control and duty of care, and the traveler's aspiration for experience, reliability and ease. We believe that corporate travel should never force a compromise between operational efficiency and a meaningful human experience. With us, you get tailored programs, advanced analytics, global reach and a service culture that cares.Role SummaryThe Customer Success Manager (CSM) is responsible for retaining, growing, and optimizing corporate travel programs across a portfolio of clients. This role ensures clients realize full value from their travel program while identifying opportunities to increase adoption, expand services, and drive incremental revenue.The CSM acts as a strategic advisor, not just a service contact—owning the client relationship post-sale and aligning program performance with client business objectives.Key ResponsibilitiesClient Retention & Relationship ManagementOwn and manage a portfolio of corporate travel clientsBuild strong relationships with key stakeholders (travel managers, procurement, finance, executive sponsors)Lead Annual Business Reviews (ABRs) with clear performance metrics and forward-looking plansProactively identify risks and execute retention strategiesKeep CRM up to date as per company policyRevenue Growth & Account ExpansionIdentify and drive upsell and cross-sell opportunities (e.g., Concierge/Entourage services, meetings & events, consulting services)Expand program reach across client organizations ("turn over every leaf")Partner with Sales (BDMs) on expansion opportunities and RFP renewalsContribute directly to incremental revenue targets within existing accountsProgram Optimization & AdoptionMonitor and improve contracted vs. transacted performanceDrive adoption of online booking tools, preferred suppliers, and travel policiesAnalyze travel data to uncover savings, leakage, and optimization opportunitiesDeliver actionable insights using reporting tools (e.g., analytics platforms)Operational ExcellenceAct as the primary escalation point for service-related issues working closely with our operations teamsCoordinate with Operations, Implementation, and Supplier Relations teamsEnsure SLAs are met and service delivery aligns with client expectationsSupport onboarding and ensure a smooth transition to active program usageProvide strategic guidance on:Travel policy development and complianceDuty of care and risk managementCost control and program efficiencyPosition the CSM as a trusted advisor, not just an account managerKey Performance Indicators (KPIs)CRM upkeepOrganic GrowthAdoption rates (OBT usage, preferred supplier compliance)ABR completion and execution of account plansClient satisfaction (NPS or equivalent)Qualifications & Experience5+ years in corporate travel, account management, or customer successExperience within a Travel Management Company (TMC) strongly preferredStrong understanding of:GDS / booking tools / travel technologySupplier negotiations and travel policiesProven ability to manage and grow client relationshipsCore CompetenciesAnalytical and data-driven decision makingStrong communication and executive presenceProblem-solving and proactive account managementAbility to influence stakeholders across multiple levelsSuccess Profile (What Good Looks Like)Clients are retained, engaged, and growingTravel programs show increasing adoption and complianceClear account plans with measurable outcomes are executedThe CSM is seen as a strategic partner, not a vendorWe provide a competitive compensation package with a strong pay for performance rewards approach. Employees have the opportunity to participate in incentive programs and compensation tied to business and individual performance. The expected compensation range for this position is: $80.000 to $100,000.The actual compensation may vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.EEO & AccessibilityWe are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.The Range Group may use artificial intelligence throughout the recruitment process to screen, assess or select applicants for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by humans.We thank all candidates for their interest; however, only those selected for an interview will be contacted.Apply for this jobindicates a required fieldFirst Name *Last Name *Email *PhoneCountry *Phone *Resume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfLinkedIn ProfileAre you currently legally eligible to work in Canada or the USA? * Select...For example:Select Yes if you are a citizen/permanent resident of Canada or the USA or you are on a valid work permit in Canada or the USASelect No if you are on a study permit that only permits you to work at your place of studyHave you been convicted, pleaded guilty or no contest to a crime, or are there any criminal charges pending against you? * Select...Are you referred by an existing employee of the company? * Select...If Yes, who referred you to this position?Do you have experience working in the travel industry? * Select...What is your desired salary range (including base salary and bonus)? *Have you previously been employed by any of our Range Group companies such as: Range, Navigatr, Kensington Tours, Travel Edge, TripArc or Ensemble? * Select...(Internal applicants only) Have you spoken to your current manager about your application to this role? Select...(Internal applicants only) Please indicate the name of your manager:J-18808-Ljbffr