Job Description

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About Us:
At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.
Role Title: Customer Success Manager, Booking for Business - Gurgaon (Gurugram)
At Booking.com for Business, you are the trusted face and voice of our platform for corporate customers around the globe. Whether representing us at business events and trade fairs or engaging directly with clients via phone and web meetings, you will be the key driver in attracting, connecting with, and supporting our business travel users.
You'll bring passion, expertise, and a service-first mindset to every interaction--helping customers navigate our platform and adopt it in ways that bring real value to their companies. Your goal is to build long-lasting relationships grounded in trust, loyalty, and mutual success. You are "the representative" of Booking.com for Business for our corporate customers around the globe.
On business events as well as via the phone and web meetings, you will contact, attract, connect and inform corporate customers of our product and services. You will share your knowledge, your passion with our customers and teams and guide them in using Booking.com for Business to best fit them and their company's needs.
Your goal is to build up a long term relationship full of trust and loyalty towards Booking.com for Business. Furthermore you will become an expert in the Business Travel industry and continuously enrich your knowledge in this area for and with all stakeholders involved.
With excellent communication skills and a strong service minded attitude you are the ideal connector to bring people together experiencing the world through Booking.com for Business.
Your key objective will be owning the customer lifecycle by activating and converting high value (potential) small business customers into loyal ambassadors. You will coach, educate and advise them through training, webinars, calls and interactive support materials giving them the confidence to be an expert in using our product themselves and spread the word.
Key Responsibilities

• Customer Lifecycle Ownership: Guide new and existing SME customers through the full customer journey--from onboarding and adoption to optimization and advocacy.
• Client Engagement: Regularly engage with customers via virtual meetings, phone calls, webinars, and selective live events to understand their business travel needs and demonstrate how Booking.com for Business can meet those needs.
• Product Education: Deliver tailored training and product walk-throughs to ensure customers are confident and capable in using our platform independently.
• Relationship Building: Act as the key point of contact and trusted advisor, building relationships grounded in trust, loyalty, and mutual success.
• Advocacy Development: Identify high-value users and support them in becoming Booking.com for Business ambassadors, promoting organic growth and user adoption.
• Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and Support teams to relay customer feedback and drive continuous improvement in our offerings.
• Event Representation: Represent Booking.com for Business at relevant industry trade shows, conferences, and networking events to attract new customers and strengthen existing relationships.

Key Stakeholders include:

• Regional Leaders (CEM, ArM, RM and RD)
• HQ
• Product teams
• AE, AMs, KAMs

Requirements of special knowledge/skills

• Education: Bachelor's degree in Business, Hospitality Management, Marketing, or work experience in a related field.
• Experience: 5+ years of relevant experience in the hospitality or commercial services sector, preferably in a customer-facing B2B role.
• Customer-Centric Mindset: Passion for delivering top-tier service and solving customer problems with empathy and efficiency.
• Communication Skills: Strong communication skills - in person and over the phone, comfortable hosting webinars, leading training sessions, and representing the brand at events.
• Commercial Acumen: Strong understanding of business travel dynamics and the ability to align platform capabilities with customer goals.
• Tech-Savvy: Comfortable working with digital tools, CRM platforms (e.g., Salesforce), and virtual meeting platforms.
• Team Player: Collaborative mindset with the ability to work cross-functionally and contribute to a shared vision.

Benefits & Perks - Global Impact, Personal Relevance
Booking.com's Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , as well as unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to EUR1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Diversity, Equity and Inclusion (DEI) at Booking.com:
Diversity, Equity & Inclusion have been a core part of our company culture since day one. This starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.
Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It's a place where you can make your mark and have a real impact in travel and tech."
We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.
Application Process:

• Let's go places together:
• Detailed instructions on post-application requirements including any required application materials, deadlines, portfolios, coding challenges, or other assessments as defined by BU or department.

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive
Pre-Employment Screening
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Skills Required