Senior Manager, Client Success

This role is eligible for our hybrid work model: 2 days in-office Senior Manager, Client Success We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline. Why this job’s a big deal: This high-impact leadership role shapes key client relationships and drives measurable business growth. Reporting to the Director of Operations, the Senior Manager, Client Success oversees strategic programs across the client lifecycle—from onboarding and adoption to expansion and renewal. You'll work cross-functionally with teams across Account Management, Product, Engineering, and more to ensure seamless client experiences and maximize retention and revenue. This role is ideal for a strategic thinker with strong operational instincts, a passion for customer advocacy, and a proven track record in driving results through data and collaboration. In this role you will get to: Lead Strategic Client Programs: Own success frameworks including onboarding, health checks, QBRs, and renewal strategies across top-tier clients. Drive Operational Improvements: Evaluate and optimize client success workflows, tools, and reporting; align with broader operational goals. Strengthen Cross-Functional Alignment: Partner closely with Account Management and other internal teams to drive shared client outcomes and resolve complex issues. Report on Key Metrics: Track performance indicators (retention, NPS, churn, expansion) and present insights to leadership. Mitigate Risk: Proactively identify client risks and lead post-mortem analyses to improve processes and reduce churn. Who you are: 5–7+ years’ experience in Client Success, Account Management, or related roles in B2B SaaS, tech, or services, including leadership experience Strategic thinker with experience designing and scaling client success programs Operationally minded with strong analytical skills and a data-driven approach Excellent cross-functional collaborator and communicator Proven ability to influence stakeholders and lead complex problem-solving efforts Passionate about delivering measurable client outcomes Bachelor’s degree in Business or a related field Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust. The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant. The salary range for this position is $100,000- $120,000 USD.

#J-18808-Ljbffr