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Manager Customer Success id-7899

May 1, 2025

Our Company Promise

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Job Description:

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Job Summary

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.

Model the Southwest Way

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

Responsibilities

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

Knowledge, Skills and Abilities

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.

Education

Required - High School Diploma or GED

Experience

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

Licensing/Certification

N/A

Physical Abilities

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

Other Qualifications

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