Customer Success Manager

About the Role

We are building a new Customer Success organization to support our growing SaaS platform serving aviation and training organizations worldwide. Our product portfolio includes Training Management Systems (TMS), Safety Management Systems (SMS), Operational Content Management Systems (OCM), and we are on a journey to unify these offerings into a single, cohesive customer experience.

Responsibilities

• Serve as the primary post-implementation point of contact for assigned customers
• Build long-term, executive-level relationships with business stakeholders
• Understand customer business goals, regulatory environment, and operational challenges
• Own the holistic success of customers across TMS, SMS, and OCM
• Translate customer needs across product boundaries and ensure internal alignment
• Coordinate with Product, Support, and Account Management to deliver a seamless experience
• Drive onboarding success, feature adoption, and best-practice usage
• Monitor customer health using qualitative and quantitative indicators
• Identify churn risks early and execute mitigation plans
• Support renewals by ensuring customers see measurable value prior to contract milestones
• Educate customers on new features, modules, and platform enhancements
• Capture customer feedback and relay insights to Product and Leadership
• Identify trends across accounts that inform roadmap, enablement, or process improvements
• Represent the customer perspective in internal planning discussions

Requirements

• 5+ years of experience in Customer Success, Account Management, or Client Services within a SaaS company
• Experience managing B2B enterprise customers, ideally in regulated or operationally complex industries
• Proven ability to manage multiple stakeholders across different departments and seniority levels
• Excellent communicator with experience in customer presentations
• Exceptional at building customer relationships with a keen understanding of customer and cross-departmental needs
• Quick learner, eager to develop, bring new ideas, and make swift decisions to overcome barriers
• Experience with CRM and Customer Success tools (e.g., Salesforce, Gainsight, ChurnZero, or similar)
• Willing to travel internationally on a regular basis and hold a valid passport

Qualifications

• Experience in aviation, aerospace, transportation, or safety-critical industries (preferred)
• Exposure to Training, Safety, Compliance, or Document Management systems (preferred)
• Experience supporting multi-product or platform-based SaaS offerings (preferred)
• Familiarity with global customers and cross-cultural communication (preferred)
• Experience contributing to the stand-up of a new Customer Success function (preferred)

Benefits

• Unlimited PTO
• Flexible work environment
• Paid Holidays
• 401(k) plan with company match
• Comprehensive benefits package (medical, dental, vision, life insurance, disability insurance, HSA, and FSA)
• Paid parental leave (12 weeks primary caregiver, 6 weeks secondary caregiver)
• Ample learning and development opportunities
• Employee referral bonus

This role is hybrid to our Dallas office with the expectation of attending the office 2 days per week, increasing to 3 days per week in time.