Own the post-sale customer relationship: act as a strategic partner, advisor, and advocate for your accounts.
Drive product adoption, user engagement, and business value across your portfolio.
Proactively manage customer health and create action plans to mitigate churn risk.
Use data to inform your customer strategy, including CHS, usage trends, and key milestones.
Collaborate closely with Account Managers to support renewals and uncover expansion opportunities.
Collaborate with cross-functional teams
including Onboarding, Product, Support, and Marketing
to ensure a seamless handover and customer experience from day one.
Identify and communicate customer feedback internally to improve product and customer experience.
Maintain accurate tracking of customer activities, interactions, and health data in CRM.
Educate customers on new features, product and roadmap updates, and best practices to help them achieve their goals.

2+ years of experience in Customer Success in a B2B SaaS environment
Experience with segmented customers, including longtail or digital-first success models.
Proficiency in Customer Success software (e.g., ChurnZero, Gainsight, Totango) is a plus.
Familiarity with the aviation or FinTech industry is a bonus but not required.
Strong organizational skills and detail-oriented.
Comfortable working remotely and open to occasional travel (4–6 times per year) for team gatherings, customer meetings, or events.

Customer Success Manager

Key skills