Manager Customer Success

• The Manager, Customer Success is responsible for executing the strategic vision to the Customer Success Team and Customer segment. Leads a Team of Individual Contributor Consultants and will provide guidance in day-to-day activities, strategic Leadership, oversight, vision and direction. Drives the creation and execution of strategies to achieve business goals and explore innovative ways to identify and optimize growth levers. Must build and develop relationships with various internal Teams to identify opportunities to grow the revenue of existing accounts through the successful execution of post-sale implementation plans, co-creating long-term business travel engagement strategies, expanding account relationships, and broadening awareness of Southwest Airlines corporate travel programs and services.

Additional details

• The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX Headquarters facility during business hours.
• U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.

• Guide and lead Team Members using SWA talent management practices to coach, develop, and engage Employees
• Adhere to Company values and competencies to foster a Culture of inclusion, recognition, and support of a safe work environment
• Invest in Leadership and self-growth through participating in continuous learning and development

• Co-create implementation and engagement strategies for Team to grow revenue and exceed performance targets.
• Responsible for developing 3x3 Leadership relationships and collaborate daily with cross functional teams to identify revenue generating account engagement strategy opportunities and tactics
• Communicate effectively with Customers; delivering insights, opportunities, and proactively recommend engagement campaigns to close Territory revenue gap-to-goal
• Gather feedback from Team and Customers, collaborate with Sales Enablement, B2B Marketing and other Teams, and develop and evolve engagement product offerings to meet emerging Customer needs
• Define compelling initiatives that drive growth, shift market share, and ones that are strategically aligned to Company goals and priorities, and are measurable
• Identify Team success metrics/KPIs associated with engagement initiatives and core strategic imperatives to exceed revenue targets
• Takes ownership in creating and executing programs, playbooks, campaigns, and collateral
• Prepare and deliver technical presentations that explain products or services to Customers and prospective Customers
• Co-create and deliver the implementation and engagement strategy to maximize agreements and campaigns to drive revenue and share growth
• Partners with Sr. Manager to hire, leads, coach and mentor Consultants to grow their skills and career. Balances the right team structure given the level of individual's skill and in response to customer needs and business goals
• May perform other job duties as directed by Employee's Leaders

• Skilled at building and cultivating relationships with internal and external stakeholders, driving decisions collaboratively, resolving issues, and ensuring follow-through. Proven track record of delivering results through a team
• Skilled in understanding and applying information to contribute to the organization's overall strategic plan
• Skilled in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
• Ability to listen, understand, and communicate ideas to Team and to Customers
• Ability to manage and deliver against complex goals where strategy is not defined
• Demonstrated ability to work in a complex, fast-paced environment where continuous innovation and process improvement is desired
• Demonstrated ability to effectively manage multiple projects and priorities across Customer base in different Territories
• Skilled in Analytical problem-solving in order to use data insights and reporting to guide business decisions
• Proficiently skilled in the sales cycle and demonstrates behaviors of Trusted Advisors
• Knowledge of the airline industry, industry trends and competitor insights
• Proficiently skilled in Salesforce CRM, Microsoft Office, and other reporting platforms.

• Required - High School Diploma or GED

• Demonstrated experience in directly or indirectly leading team(s)
• Fully functioning, broad knowledge in:
• Sales or marketing
• Increasing market share and product utilization
• Leading partnerships, People, or projects

• N/A

• Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
• Ability to communicate and interact with others in the English language to meet the demands of the job
• Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
• Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age
• Must be able to comply with Company attendance standards as described in established guidelines

Pay & Benefits:

Competitive market salary from $116,350 per year to $129,300 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company.

Benefits you'll love:

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
• Southwest will help fund your Retirement Savings Plan with Company contributions up to 9.3% of your eligible earnings**
• Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan- when Southwest profits, you profit***
• Competitive health insurance for you and your eligible dependents (including pets)
• Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment.
• Explore more Benefits you'll love: https://careers.southwestair.com/benefits

*Pay amount does not guarantee employment for any particular period of time.

**401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits

***ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the Company.