Job TitleCustomer Success Management Principal
Job Description
Summary
The role is a Customer Success Manager position within the hospitality sector, focused on supporting hotel clients using Amadeus solutions. It is based in Barcelona and has been created as part of a regional transformation, consolidating teams from multiple regions into a European structure.
The CSM works with high-value clients and acts as a trusted advisor, ensuring strong product adoption, managing the full customer lifecycle, and aligning solutions with client needs. The goal is to position the CSM as a key consultant who combines product expertise with strategic guidance, ultimately driving customer success and reinforcing Amadeus’ credibility.
Key Responsibilities
- As a CSM your role will be to:
- Customer Management
- Own and manage a portfolio of strategic accounts
- Build strong stakeholder relationships and act as trusted advisor
- Handle escalations and ensure high customer satisfaction
- Product Adoption & Value
- Drive product usage and optimization
- Share best practices and provide strategic guidance
- Deliver value-driven Business Reviews using customer data
- Retention & Growth
- Secure renewals and mitigate risks
- Identify and drive upsell and cross-sell opportunities
- Collaborate with Sales to expand accounts
- Collaboration & Improvement
- Partner with internal teams (Sales, Product, etc.)
- Ensure smooth renewal and contracting processes
- Collect customer feedback to support product improvements
- Experience
- About the ideal candidate:3–5 years in Customer Success or similar role
- Hospitality industry and Amadeus tools (preferred)
Skills
- Strong relationship management and communication
- Analytical and problem-solving mindset
- Ability to multitask and influence stakeholders
- Education & Languages
- Bachelor’s degree (or equivalent experience)
- Fluent in English (Arabic is a plus) What We Can Offer You💰 A complete rewards offer
- Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.🌎 A truly global DNA
- Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.🎓 Great opportunities to learn
- Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.🤗 A caring environment
- Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life.
- We care about our employees and strive to provide a supportive work environment.🌟 A flexible working model
- We want our employees to do their best work, wherever and however it works best for them.🌈 A diverse and inclusive community
- We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.📈 A Reliable Company
- Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.🎯 A critical mission and purpose
- At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
- Diversity & Inclusion
- Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.
- Amadeus is an equal opportunity employer.
- All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.
