Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI & Customer Experience): Managing strategic customer relationships, driving product adoption, and improving retention in aviation software solutions with an accent on AI-powered tools, automation, and data-driven insights. Focus on leveraging customer analytics, health scores, and AI workflows to identify risks, growth opportunities, and optimize operational efficiency.

Location: Fully Remote (25–30% domestic travel required)

Company

Leading global provider of aviation software and AI platform that maximizes aircraft uptime and operational efficiency for 5000+ customers worldwide.

What you will do

• Manage strategic customer relationships, develop success plans, and drive adoption, engagement, retention, and satisfaction.
• Lead onboarding, implementation, and act as trusted advisor throughout customer lifecycle.
• Utilize AI-powered tools, CRM, automation, and analytics to enhance communication, insights, and workflows.
• Identify process improvements, support digital transformation, and monitor KPIs like health scores and renewal forecasting.
• Collaborate cross-functionally with Product, Engineering, Sales, Marketing, and Support teams.
• Handle renewals, expansion opportunities, escalations, and executive business reviews.

Requirements

• 3+ years in Customer Success, Account Management, SaaS Consulting, or client-facing roles.
• Strong SaaS lifecycle knowledge: adoption, health metrics, retention, renewals.
• Experience with AI tools, automation, CRM, or customer intelligence technologies.
• Analytical skills to interpret data and build strategies; excellent communication and relationship management.
• Cross-functional partnership experience; thrive in fast-paced environments.
• Willingness to travel domestically 25–30%.

Nice to have

• Salesforce, HubSpot, Gainsight, Gong, Tableau, Power BI, Claude, Copilot, ChatGPT.
• Digital transformation, workflow automation, or tech adoption experience.
• AI-driven analytics, sentiment analysis, or automated workflows.
• Experience in aviation, aerospace, or regulated industries.
• Onboarding methodologies and enablement best practices.

Culture & Benefits

• AI-forward company prioritizing innovation, emerging technologies, and continuous evolution.
• Core values: Fueled by Customers, Win Together, Make It Happen, Innovate to Elevate.
• Customer-centric, collaborative, execution-oriented, proactive problem-solving culture.
• Emphasis on ownership, adaptability, humility, and team orientation.