Customer Success Management Principal (Traveltech)

Location: Guangzhou, Guangdong, China; hybrid working model

Company

hirify.global provides technology and solutions for the global travel industry.

What you will do

• Support strategic travel agency customers and coordinate internal account-team engagement.
• Align customers and decision-makers on success goals, KPIs, tracking methods, deployment readiness, and engagement expectations.
• Build success plans, lead go-live alignment, and drive early adoption during the first 90 days after launch.
• Monitor customer health metrics, conduct regular business reviews, and identify actions to improve adoption and delivered value.
• Coordinate responses to technical challenges by engaging relevant internal experts and providing customer updates.
• Support Account Managers with renewals, account growth, and upsell opportunities.

Requirements

• 8+ years of experience in the travel industry, ideally including air travel or flights.
• Experience with significant customer interaction, stakeholder management, customer advocacy, and business-driver analysis.
• Previous hands-on experience as an Account Manager, Delivery Manager, Customer Care specialist, Product Manager, IT Account Manager, or in a similar role.
• Bachelor’s degree in business or a related field.
• Proficiency in Microsoft Office, Salesforce, Qlik, and Tableau.
• Proficient English and Chinese, with effective verbal and written communication skills.

Nice to have

• Experience with air travel or flight-related products.
• Experience with APIs and web services.

Culture & Benefits

• Hybrid working model.
• On-the-job training, formal learning activities, and ongoing development opportunities.
• Supportive environment focused on employee wellbeing and work-life balance.
• Diverse and inclusive workplace that encourages collaboration and innovation.
• Global business environment focused on the future of travel.