Customer Success Manager

Job Description

Own the post-sale customer relationship by acting 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. Work 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.

Qualifications

1. 2+ years of experience in Customer Success in a B2B SaaS environment 2. Ability to build trust with customers 3. Familiarity with Customer Success software (e.g., ChurnZero, Gainsight, Totango) 4. Experience working with segmented customers, including longtail or digital-first success models 5. Understanding of KPIs like Customer Health Score, retention, and churn mitigation 6. Highly organized and detail-oriented with task management 7. Team player who collaborates across departments to solve customer challenges 8. Familiarity with the aviation or FinTech industry is a bonus but not required

Benefits

- Competitive salary - Flexible working hours - Professional development budget - Home office setup allowance - Global team events