HBX Group
Strategic Customer Success Partner
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About Us
HBX Group is the world’s leading technological partner, connecting and empowering the world of travel. We bring together global and local brands in accommodation, transport, activities, and payments, serving 300,000 hotels and 60,000 hard-to-reach, high-value clients across 140 source markets. Tech-driven with a customer-first mindset, our commercial teams and talented HBX people are the heart of what makes us unique. At HBX, we believe that tech + data + people set us apart, supported by our “global approach, local touch” philosophy.
Job Summary
The Customer Success Manager is responsible for driving customer satisfaction, product adoption, retention, and revenue growth across a portfolio of clients. Acting as a trusted advisor, the role ensures customers achieve maximum value from distribution solutions through effective onboarding, proactive relationship management, personalized support, and strategic guidance. By identifying customer needs, resolving issues, promoting best practices, and uncovering expansion opportunities, the Customer Success Manager strengthens client loyalty, improves satisfaction, and contributes to long-term business growth.
Key Responsibilities
- Build and maintain strong client relationships, acting as a trusted partner throughout the customer lifecycle.
- Drive customer retention and loyalty by delivering consistent value, personalized support, and proactive account management.
- Lead onboarding and implementation processes, ensuring a smooth and successful customer experience from day one.
- Promote product adoption and engagement through training, best-practice guidance, and ongoing customer education.
- Conduct regular client reviews to understand business objectives, demonstrate value delivered, and identify improvement opportunities.
- Gather customer feedback and insights to improve the client experience and support product development initiatives.
- Collaborate closely with Sales, Product, and Support teams to address customer needs and drive successful outcomes.
- Identify and support upselling and expansion opportunities by aligning additional products and services with evolving customer requirements.
- Contribute to continuous improvement by documenting processes, sharing best practices, and participating in team reviews and knowledge-sharing initiatives.
- Support the achievement of key customer success metrics, including retention, product adoption, customer satisfaction, and Net Promoter Score (NPS).
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Skills & Experience
- Proven experience in Customer Success, Account Management, Client Services, or a similar customer-facing role.
- Strong ability to build trusted relationships and manage stakeholders across different levels of an organization.
- Demonstrated success in driving customer retention, adoption, satisfaction, and account growth.
- Experience managing customer onboarding, implementation, and change management activities.
- Excellent communication, presentation, and interpersonal skills.
- Strong problem-solving capabilities with a proactive and customer-centric mindset.
- Ability to analyze customer data and translate insights into actionable recommendations.
- Experience identifying and supporting upsell, cross-sell, or expansion opportunities.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Collaborative approach with experience working cross-functionally with Sales, Product, and Support teams.
- Experience in SaaS, hospitality, travel technology, or a related industry is preferred.
- Fluent English communication skills; additional languages are an advantage.
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At HBX Group
We believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives, and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.
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