Customer Success Manager - Airline Operations

TL;DR

Customer Success Manager - Airline Operations: Lead customer success for aviation software customers, driving value, adoption, retention, and growth with an accent on strategic partnerships, proactive account management, and data-driven insights. Focus on building and mentoring a customer success team, partnering with product and sales, and mitigating churn risks through customer success analytics.

Location: Irving

Company

hirify.global delivers flight operations and optimization software for airlines worldwide.

What you will do

• Lead, mentor, and develop a team of customer success professionals, turning customer relationships into strategic partnerships.
• Set performance goals, run regular evaluations, and provide coaching and feedback.
• Own key accounts as the primary point of contact, maintaining long-term customer relationships.
• Drive product adoption and customer success strategy through proactive reviews and engagement.
• Partner with product teams to ensure solutions meet customer requirements and usability expectations.
• Analyze customer success data to identify at-risk accounts, reduce churn, and support upsell/cross-sell with sales.

Requirements

• Experience: 7–10 years in customer success, account management, or a related field.
• People leadership: 2+ years in a leadership or people management role.
• Bachelor’s degree in business administration, aviation management, computer science, or a related field.
• Demonstrated experience improving customer satisfaction, retention, and growth.
• Knowledge of software products and the software development lifecycle.
• Ability to travel up to 20% and work in a hybrid setup.

Culture & Benefits

• Comprehensive medical, dental, vision, and EAP plans.
• 401(k) and employee stock purchase programs with hirify.global match.
• Generous paid time off, including vacation and parental leave.
• Company-paid life insurance, AD&D, short-term disability, and caregiver support.
• Optional benefits including legal coverage, dependent life insurance, pet insurance, and flexible spending accounts (FSAs).