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, Easy Jet, 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.

We are now looking for a Client Success Manager to join our growing Product organisation and help unlock the full potential of our Client Travel Ecosystem.

As a 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.

As a Client Success Manager, you will be responsible for driving client product engagement, adoption, and trust through the successful implementation and ongoing optimisation of our Product Client Success strategy and alignment with our current and future product ecosystem.

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 prioritisation.
• Developing tailored client product roadmaps aligned with client goals and company OKRs.
• Driving client‑centric product partnerships and identify new product opportunities.
• Supporting 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 managing 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.

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…