Corporate Traveller - Customer Success Manager - Montreal, QC

Opportunity

As a Customer Success Manager with Corporate Traveller, you will play a critical role in driving customer retention, revenue growth, and long-term client success. You'll manage a portfolio of customers, helping them maximise the value of their travel programme while identifying opportunities to expand adoption of Corporate Traveller and partner solutions. Working with stakeholders from travellers through to executive leadership teams, you'll combine relationship management, strategic consultation, and data-driven insights to deliver measurable business outcomes. This is an exciting opportunity for a customer-focused professional who thrives on building partnerships, solving challenges, and creating value.

Key Responsibilities

• Manage a portfolio of customers with a focus on achieving maximum retention and reducing churn.
• Proactively identify opportunities to increase programme adoption and reduce bookings outside of programme.
• Support contract renewals and ensure renewal opportunities are managed proactively.
• Drive organic portfolio growth through Corporate Traveller and third-party product adoption.
• Generate referrals and identify new business opportunities within existing customer relationships.
• Monitor customer health, identify risk factors, and implement mitigation plans where required.
• Analyse customer data and present strategic recommendations to drive customer goals and performance.
• Conduct business reviews and use insights to establish, monitor, and achieve customer objectives.
• Build and maintain strong relationships across multiple levels of customer organisations, from travellers to C-suite stakeholders.
• Maintain consistent communication through email, phone, video, and face-to-face interactions.
• Accurately maintain customer records and data within centralised systems to ensure visibility and transparency.
• Collaborate with internal teams to support customer outcomes and share knowledge across business pillars.
• Encourage customer advocacy through referrals, references, case studies, participation opportunities, and thought leadership initiatives.
• Participate in team meetings, cross-functional communication, and ongoing learning activities.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
• Other duties and tasks as assigned
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Experience & Qualifications

• Bilingual French/English required, due to the nature of the role of dealing with both English and French clients and suppliers
• Bilingual French/English required, due to the nature of the role of dealing with both English and French team members
• Exceptional communication and active listening skills.
• Strong prioritisation, time management, and organisational skills.
• Strong technical skills and confidence learning new software platforms.
• Motivated by achieving and exceeding goals.
• Positive, proactive, and self-driven approach to work.
• Proven ability to build relationships with multiple stakeholder groups.
• Ability to analyse data, identify trends, and deliver strategic recommendations.
• Experience managing a portfolio of customers and taking ownership of results preferred.
• Minimum 2 years of Customer Success experience preferred.
• Minimum 3 years of travel industry experience preferred.
• Bachelor's degree preferred.

Work Perks! - What’s in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.

• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Committed to making a difference through our Corporate Social Responsibility program, which supports nominated charities via volunteering and fundraising, our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.

Benefits Include:

• Generous paid time off policy
• Travel perks/discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Group benefits including extended health care, dental and vision, gender affirming care, fertility care
• Insurance including life, AD&D, critical illness, long term disability
• Employee Assistance Program
• RRSP/RPP with matching
• Tuition Reimbursement Program
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses

Location – Montreal, Canada