Customer Success Manager, Enterprise

Portside provides cloud-based software solutions for the global aviation industry. The Enterprise Customer Success Manager will own a portfolio of large aviation accounts, guiding customers through onboarding, adoption, reviews, renewal, and expansion while building executive relationships and delivering measurable value.

Responsibilities:

• Own the end-to-end customer journey for a portfolio of enterprise accounts, executing Portside's defined engagement model across onboarding, cadence, training, reporting, renewal, and expansion
• Receive and act on structured internal hand-off documentation from Sales; lead the external kickoff meeting and guide each customer through the defined onboarding motion
• Build and maintain a custom success plan for each account, aligning platform usage to the customer's operational and business goals
• Run bi-annual or quarterly success reviews and monthly or bi-monthly operational reviews, tailoring cadence to account size, complexity, and risk profile
• Deliver up to 8 hours of annual training per account through live sessions, webinars, and adoption campaigns to drive platform proficiency and engagement
• Drive the 180-day renewal outreach cadence in partnership with a dedicated Renewal Specialist, ensuring accurate forecasting and proactive risk mitigation ahead of each renewal date
• Identify and surface expansion signals using Portside's playbooks, handing qualified opportunities to the Account Executive to close; reinforce expansion through product-led, in-app prompts
• Leverage Portside's digital success layer, including automated QBR generation, workflow optimization recommendations, product release briefings, and data-triggered journeys, to extend consistent coverage across the portfolio
• Track usage, health scores, and account analytics to proactively identify at-risk accounts and adjust engagement accordingly
• Serve as the primary point of contact and executive-level relationship owner for each assigned account
• Partner with Product and Engineering to relay enterprise customer feedback and influence roadmap priorities
• Facilitate customer advocacy, including executive references, testimonials, and case studies, in support of new business and expansion motions
• Maintain accurate account data, health scores, and engagement history in the CRM and customer success platform
• Represent Portside at industry conferences and customer events as needed

Requirements:

• 5+ years of SaaS experience in Customer Success, Account Management, or a related enterprise customer-facing role, including direct ownership of strategic or enterprise-tier accounts
• Demonstrated success managing a defined, multi-phase engagement model or playbook across onboarding, adoption, renewal, and expansion at the enterprise level
• Strong executive presence, with experience building and maintaining relationships with senior and C-suite stakeholders
• Proven ability to manage structured cadences (success reviews, operational reviews) across a portfolio of complex accounts
• Experience partnering with the wider organization to ensure success for your named accounts
• Strong technical aptitude, including comfort with CRM and customer success platforms, reporting and analytics tools, and data-driven health scoring
• Excellent communication, executive presentation, and consultative problem-solving skills
• Process-oriented mindset, with the discipline to operate within defined time and resource allotments (for example, training hours and reporting customization budgets) while maximizing customer value
• Bachelor's degree or equivalent practical experience