Customer Success Manager

ABOUT THE COMPANY:
OAG is a leading data platform for the global travel industry, providing a unique single source for supply, demand, and pricing data.

We empower the travel ecosystem with high-quality, relevant datasets covering the entire journey from planning to customer experience.

Headquartered in the UK, with operations in the USA, Denmark, France, Germany, Singapore, Japan, China, and Lithuania.
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We are seeking a Customer Success Manager to join our Commercial Sales Team, based in the US. In this role, you will build and nurture strong relationships with our commercial customers, acting as a trusted advisor to help them maximize the value of OAG’s products and services. You will drive customer success by supporting onboarding, monitoring engagement, and collaborating with internal teams to deliver tailored solutions. Your proactive approach and commitment to excellence will ensure positive customer outcomes and support OAG’s growth objectives. This is a hybrid role with flexible work arrangements.

Customer Relationship Management

• Build and maintain trusted relationships with a portfolio of commercial customers, deeply understanding their needs and goals to drive success.


• Support seamless onboarding processes, ensuring customers have a positive experience from the start.


• Conduct regular check-ins and business reviews to gather feedback, assess customer health, and identify opportunities for growth or support.
  

Customer Success & Advocacy

• Monitor customer engagement and usage, proactively identifying opportunities to enhance value or address potential challenges.


• Advocate for customers internally, collaborating with product and support teams to influence improvements and resolve issues efficiently.
  

Commercial Growth Support

• Identify opportunities for account expansion, renewals, and referrals to support broader commercial sales objectives.


• Maintain accurate and up-to-date records in customer success platforms and CRM tools to ensure transparency and alignment.
  

Cross-Functional Collaboration

• Partner with sales, product, and support teams to deliver timely, effective solutions that meet customer needs.


• Share insights and feedback to contribute to product and service enhancements, ensuring alignment with customer expectations.
  

REQUIRED EXPERIENCE, SKILLS, AND COMPETENCIES:

Must Have

• Previous experience in a customer-facing role, ideally within customer success or sales environments.


• Strong communication and interpersonal skills, with the ability to build trust and rapport with diverse stakeholders.


• Proficiency in using customer success platforms and CRM tools (e.g., Salesforce, HubSpot).


• Ability to manage multiple customer relationships and priorities with clarity and care.


• Strong problem-solving skills, with a proactive and customer-centric approach to delivering results.
  

Preferred

• Knowledge of the aviation or travel industry.


• Experience using data analytics to drive customer insights and recommendations.

WE WILL OFFER YOU:

• A dynamic, innovative work environment at OAG, where collaboration and continuous improvement drive our mission to empower the global travel industry.


• Flexible hybrid working arrangements, balancing remote work and office attendance.


• A competitive compensation package, including private health insurance, a company bonus scheme, and optional participation in a company-supported retirement plan.


• Generous annual leave, increasing with service, plus a day off during your birthday month.


• Opportunities for professional growth through team workshops, learning sessions, and team-building activities.

OAG is an Equal Opportunity Employer. We ensure all applicants are considered for employment without discrimination.