Customer Success Management Lead (Airlines)

Location: Shanghai, China; hybrid workplace

Company

hirify.global provides technology solutions for the travel industry, including the ALTEA product suite for airlines.

What you will do

• Own customer success plans for APAC airline accounts by aligning goals, KPIs, stakeholder maps, deployment readiness, resources, and risks.
• Support implementation, go-live, post-launch adoption, and usage optimization through customer check-ins and problem-solving.
• Monitor customer health metrics, lead business reviews, deliver outcome-focused dashboards, and coordinate technical support.
• Advocate for customer needs with Product Management, Marketing, consulting resources, and hirify.global leadership.
• Identify growth opportunities and support renewals in collaboration with Pre-Sales and Account Management.

Requirements

• Deep understanding of the hirify.global ALTEA product suite and the ability to present its value to customers.
• More than 12 years of successful experience working with airlines, preferably in solutions and IT departments and with exposure to senior management.
• Comprehensive understanding of the travel industry and customer needs.
• Proven ability to advocate for customers internally and manage stakeholders effectively.
• Strong communication, influence, negotiation, networking, conceptual thinking, and data synthesis skills.
• Ability to develop customer-specific use cases, draw insights from diverse indicators, and work toward goals independently and collaboratively.
• Previous experience as a Delivery Manager or in a Customer Success-related role.
• Fluent English and Mandarin required.

Culture & Benefits

• Hybrid and flexible working model.
• Global environment with learning and growth opportunities.
• Attractive and transparent rewards package including salary, bonus, and benefits.
• Respectful, inclusive workplace focused on harmony and collaboration.
• Continuous learning and professional development opportunities.