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.

• 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

• 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

• 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…