Day in the Life of the Account Manager: Manage a portfolio of airline customer accounts, maintaining responsibility for customer satisfaction, product adoption, retention, and ongoing value realization. Develop and maintain customer success plans outlining customer objectives, success metrics, usage goals, and potential risks. Monitor customer health indicators, product usage, and engagement data, proactively identifying risks and opportunities for improvement. Act as the primary point of contact for assigned accounts, coordinating internally to resolve issues, manage escalations at the appropriate level, and maintain customer confidence. Identify opportunities to expand product usage and value realization within assigned accounts, and support renewal discussions through data, insights, and customer feedback. Lead value‑based upsell and cross‑sell motions within existing accounts by identifying customer needs, positioning relevant PROS solutions, and partnering with Sales to drive commercial expansion. Maintain a strong working knowledge of PROS products and services applicable to assigned customers. Ensure customers are informed about product updates, release processes, and available self‑service tools to enable effective product usage. Maintain accurate account documentation, activity tracking, and notes in CRM and internal systems. Communicate customer feedback, risks, and insights internally to support continuous improvement across Product, Support, and Commercial teams.
5+ years of experience working with airline customers in a customer‑facing role (Customer Success, Account Management, Operations, Consulting, or similar), with a solid understanding of airline business processes, stakeholder structures, and commercial priorities. Experience independently managing customer accounts, taking responsibility for customer satisfaction, product adoption, retention, and long‑term value realization within assigned accounts. Customer relationship management: Demonstrated experience driving upsell and cross‑sell opportunities within existing customers through consultative, value‑based selling in partnership with Sales teams. Analytical & data‑aware mindset: Comfort working with customer usage data, performance reports, KPIs, and health indicators to assess customer status, identify risks, and support informed decision‑making. Ability to understand and explain software products, workflows, and solution capabilities relevant to airline customers, and to translate product functionality into business value. Experience working with internal teams such as Sales, Support, Product, Engineering, or Marketing to resolve customer issues and deliver a consistent customer experience. Understanding of airline commercial objectives and the ability to align customer activities with adoption, value realization, and account stability.
Exposure to AI‑powered products, analytics platforms, or decision‑support systems. Familiarity with revenue management, forecasting, optimization, or commercial analytics. Experience supporting global or multi‑region customers. Background in enterprise SaaS, platform products, or data‑intensive solutions.
Craft effective prompts to optimize the quality and relevance of AI-generated outputs. Stay curious and adaptable , continuously experimenting with AI-driven solutions to elevate team performance and customer impact.
Our commitment to customer success inspires us to think smarter and dream bigger, empowering airlines to achieve more than they ever imagined through intelligent offer and revenue optimization.
At PROS, we foster a culture of care, where people feel supported to grow, innovate, and bring their best selves to work—every day. From flexible ways of working to continuous learning, we empower our teams to thrive both personally and professionally.
Join PROS, a dedicated travel technology company with nearly 40 years of proven airline expertise and a long runway for future growth, now powering the future of AI-driven airline retailing. If you want to be part of something exceptional, help us shape how airlines compete, innovate, and win.
We are centered on caring for the people, businesses, and communities we serve….