Senior Customer Success Manager

Role Overview

• Own Customer Relationships
• Be the primary point of contact from analyst to executive level
• Build credibility with Revenue Management, Pricing, and Commercial teams
• Lead both operational working sessions and strategic conversations
• Drive Execution End-to-End
• Own onboarding and rollout of customer workflows
• Run weekly working sessions and monthly/QBR-style reviews
• Coordinate internally with Product, Operations, Sales and Engineering
• Ensure Adoption & Performance
• Build and track structured success plans with clear owners
• Monitor adoption, performance, and operational metrics
• Proactively resolve product, data, or operational friction
• Own Commercial Outcomes
• Drive renewal readiness well ahead of contract timelines
• Identify and unlock expansion opportunities
• Influence commercial outcomes through strong execution
• Shape the Product
• Translate customer feedback into structured insights
• Surface patterns and priorities to Product and Engineering

Requirements

• Experience working with airlines
• Experience owning complex enterprise accounts end-to-end
• Track record of driving or influencing renewals and expansion
• Ability to operate with high autonomy in low-structure environments

Benefits

• Compensation & Benefits
• Bonus
• Equity
• Benefits