Customer Success Manager

About AeroCloud

AeroCloud is the new-age operating system for airports, providing a suite of solutions including Airport Operating Systems (AOS), PPS, and Passenger Flow Management. Our technology empowers airports to gain deep insights into passenger and aircraft movements globally. We serve as the airport’s first call for technology, offering support through innovative software that drives their success.

At AeroCloud, exceeding customer expectations is our standard. We prioritize detail, diligence, and a proactive approach in every interaction, ensuring transparency, accountability, and excellence.

About the Role

As a Customer Success Manager at AeroCloud, you will play a pivotal role in ensuring our customers' success with our cutting-edge airport technology solutions. You will act as the primary liaison between AeroCloud and our customers, providing expert guidance, support, and training to help them maximize the value of our products.

• Support the onboarding of new clients and understand their unique needs.
• Monitor customer progress and proactively address any issues to ensure satisfaction and retention.
• Collaborate closely with sales, product, and support teams to deliver a seamless and exceptional customer experience.
• Drive customer loyalty and long-term success.

Responsibilities

• Become an expert on AeroCloud’s suite of products and how they solve industry and customer problems.
• Manage the full customer lifecycle, including onboarding, adoption, expansion opportunities, and renewals for a portfolio of customers across EMEA and North America.
• Work closely with customers to define, monitor, and report success metrics through success playbooks, business reviews, and other initiatives.
• Proactively increase product adoption and create growth opportunities through upsell, customer referrals, and new case studies.
• Work cross-functionally with implementation, commercial, support, product, and marketing teams to create positive customer outcomes, acting as the single point of contact and voice of the customer internally.
• Utilize playbooks to improve customer health, increase retention, and mitigate risk.
• Collaborate with the Customer Success Lead to constantly improve processes and resources, including training, playbooks, and customer-facing documents.

Requirements

• 2–4 years of experience as a Customer Success Manager, ideally at an early-stage startup.
• Proactive and driven, with experience managing enterprise and strategic-level customers.
• A growth mindset and a passion for solving complex customer problems.
• Experience managing and achieving commercial targets through expansion opportunities and renewals.
• Experience working with complex, multi-geographical customers.
• Excellent communication and presentation skills, both verbal and written.
• Commitment to constantly improving the customer experience and communicating areas for improvement at AeroCloud.
• Strong relationship-building skills, with experience engaging C-level executives and key stakeholders.
• Experience working cross-functionally with internal teams (commercial, product, support, marketing).
• Willingness to travel internationally to meet with customers face-to-face.
• Ability to speak a second language (French, Spanish, Portuguese, or other European languages) is desirable.

Benefits

• Competitive salary.
• Best-in-class share/equity scheme.
• 20 days of annual leave + statutory holidays.
• Your birthday off work.
• Extensive upskilling and training opportunities.
• 401k scheme (employee-only contributions).
• Company-funded health insurance.
• Company-funded dental and vision insurance.

Our Ethos

AeroCloud recognizes Diversity, Equality, and Inclusion as core to our business. We strive for mutual trust, respect, and understanding, which are integral to our brand, reputation, and success. Our vision is to foster a diverse, equal, and inclusive organizational culture where everyone feels valued, respected, seen, connected, supported, and proud.

We are committed to working with employees to accommodate specific work or access requirements resulting from conditions or disabilities. AeroCloud is an equal opportunities employer.