Senior Client Success Manager

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers. Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special.

We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide. We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC. Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work. Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.

As a Senior Client Success Manager, you will sit at the intersection of Product, Tech, Commercial, and Data, shaping and delivering a product-led success strategy for our most strategic global clients. This is a high-impact, high-visibility role where you'll be responsible for driving client engagement, adoption, and long-term success across Collinson’s flagship platforms. You won’t just support our clients: you will become their trusted strategic partner, ensuring they maximise the value of our ecosystem and directly influencing the product roadmap through insight and collaboration.

Your work will directly contribute to Client and Collinson’s product strategy, client satisfaction, and long-term success. This role will see you:

• Owning client success outcomes, ensuring high client satisfaction, adoption, and product engagement.
• Championing the client voice to influence product roadmaps and feature prioritization.
• Developing tailored client product roadmaps aligned with client goals and company OKRs.
• Driving client-centric product partnerships and identify new product opportunities.
• Support insight-led decision-making through integration of client and market data (Client 360).
• Leading product adoption and migration efforts across global client ecosystems.
• Collaborating with cross-functional teams to align on client needs and represent them at senior levels.
• Tracking and reporting ROI to ensure value from product innovation and development efforts.
• Contributing to product-market fit assessments across the global roadmap pipeline.
• Leading cross-functional initiatives and manage multi-stream projects as needed.
• Assisting with testing, product setup, feedback loops, and client troubleshooting.
• Helping scale the Product Client Success function by creating repeatable, high-quality processes.

About you: You are client-centric, with strong experience in Product, along with a passion for solving client-real-world problems through insight led, scalable ways of working. You will bring energy, strategic thinking, and a hands-on mindset to every challenge- navigating both the client “big picture” and the finer detail with equal amounts of confidence. You thrive in fast-paced, cross-functional environments and love collaborating with teams across Commercial, Operations, Partnerships, Product, Tech & Data, Product Marketing, and Design to deliver product outcomes that matter. You are excited by innovation opportunities and comfortable challenging long-standing assumptions to unlock client satisfaction and growth.

What you bring:

• A strategic operator who can easily balance client needs with realities and long-term product vision.
• A data-driven thinker, using insight and experimentation to inform decisions and iterate with purpose.
• A trusted partner to clients, capable of leading engagements, influencing product direction, and representing Collinson at a senior level.
• A strong communicator and facilitator, adept at navigating complex stakeholders, competing priorities, and global/regional dynamics.
• A builder and mentor, who invests in team capability and contributes to scaling Product led Client Success as a key strategic discipline.

What we are looking for:

• Proven results in a Client Success or Product Client Success role, ideally within a high-growth or product-led B2B environment.
• Experience working within or closely alongside Product, Marketing and Commercial teams to deliver product adoption and related strategies.
• Understanding of Client Product-Led Growth and how it supports sales, retention, and our roadmap development.
• Experience working with major enterprise clients, partnerships, and/or global platform businesses in either the B2B or consumer travel space or financial industry (preferred, but not essential).
• Familiarity, but not being tied down, with agile delivery models.
• Demonstrated ability to deliver high-impact client product experiences across diverse portfolios at scale.
• Comfort working across global and virtual teams, with an appreciation for regional nuance and cultural dynamics.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success. We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work.

Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc). If you need any extra support throughout the interview process, then please email us at ukrecruitment@collinsongroup.com.