Customer Success Manager (Technology PMO)

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

We are seeking a delivery focused, partner-facing technical operations leader who blends technical expertise, customer advocacy, and commercial awareness to improve partner performance, reduce customer friction, and drive measurable business outcomes. Create and support the Customer's operation & technical development portfolio including delivery on key strategic project deliverables.

This role owns Key workstream delivery and performance tracking including KPI’s, monthly reporting, proactive issue detection, and dedicated partner support, while partnering closely with Commercial, Product, and Technology teams to accelerate growth, retention, and customer satisfaction.

What You'll Do:

• Leading and driving strategic initiatives, as defined by the customer.
• Provide Support for Program Level Initiatives meeting business and partner KPIs and operational performance, delivering monthly dashboards and executive insights to drive accountability and improvement
• Translate customer/partner feedback into actionable product, engineering, and process improvements including GBT Product Roadmap enablement including NDC
• Proactively identify errors, customer friction, and performance gaps, leading root-cause analysis to reduce failure rates and improve success metrics
• Act as a dedicated technical and operational partner contact, ensuring smooth onboarding, integration, and long-term partner success
• Partner with Commercial to support revenue growth, renewals, upsell opportunities, and pre-sales technical enablement
• Drive incident prevention and resolution, improving response times, minimizing impact, and strengthening trust
• Analyze performance trends to optimize conversion, reduce operational cost, and improve customer experience
• Support strategic partner business reviews, presenting data-driven recommendations and measurable impact
• Build scalable support processes, documentation, and operational playbooks to improve efficiency and consistency
• Collaborate cross-functionally to prioritize initiatives that increase revenue, retention, and platform reliability

What We're Looking For:

• Experience in technical and project delivery, partner success, customer success, solutions engineering, or platform operations
• Strong ability to analyze KPIs, build dashboards, and extract actionable insights (Excel, SQL, Power BI, Tableau, Looker, etc.)
• Comfort working in hybrid technical and commercial roles — part customer, part sales, part engineering
• Ability to diagnose system and integration issues (APIs, workflows, data pipelines)
• Proven experience driving outcome-based improvements, not just managing tasks
• Strong stakeholder communication, executive presence, and escalation management
• Experience in payments, fintech, SaaS, marketplaces, or travel management platforms is highly desirable
• Ability to operate in fast-moving, partner-driven environments with ownership and accountability in a complex cross-functional, global business environment
• Ability to work in a fast-paced matrix environment including managing across multiple geographies, functions & time zones
• Business English mandatory - multi-lingual capability advantageous
• Experience implementing complex technical platforms
• High degree of problem solving and decision-making and ability to adapt to changing priorities
• Previous experiences in software implementation would be an asset
• Experience collaborating across multiple functional groups and with operational SME’s

Success Metrics & Outcomes:

• Supporting Program Level Initiatives and act as a PMO to ensure key project delivery
• Improved partner KPIs (adoption and transaction success rate, conversion rate, SLA adherence, error reduction)
• Reduced customer friction and support escalations
• Faster issue resolution and improved platform stability
• Higher partner satisfaction, retention, and expansion revenue
• Stronger data-driven decision making through impactful monthly reporting
• Increased operational efficiency and reduced cost-to-serve

Location

The US national base salary range for this position is from 

The national range provided includes the base salary that GBT expects to pay for the role.  Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, the anticipated range of which is posted above, this role is eligible for a discretionary annual bonus which rewards participants based on individual and/or company performance.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!