客户成功经理
Customer Success Manager
Portside 是全球航空业基于云的软件解决方案的领先提供商。我们的平台支持商业航空、区域航空公司以及飞机租赁与金融的关键运营，帮助超过 1000 家航空企业优化运营、提升决策能力并更高效地运作。
在 Vista Equity Partners 和 Insight Partners 等领先科技投资机构的支持下，Portside 正进入一个令人兴奋的增长阶段。我们正在扩展平台，投资于人工智能驱动的创新，并打造一支专注于塑造航空技术未来全球团队。
职位概述
Portside 正在寻找一位积极主动、以客户为中心的客户成功经理，负责通过高效率、技术驱动的方式管理大量中小型企业（SMB）客户。你不需要亲自处理每一个接触点，而是要管理和持续优化自动化、自助式流程，包括客户入职、节奏、支持、续约和扩展，在客户需要关注时，例如出现不活跃触发、升级或续约风险时，亲自介入处理。
该职位将与销售、产品、市场和客服紧密合作，确保这些自动化流程顺畅运行，识别需要人工介入的环节，并运用良好的判断力和人际交往能力解决升级问题。理想的候选人有在高效率、技术驱动的客户成功岗位中管理 100+ 客户的经验，能够熟练使用技术和自动化工具来扩大影响力，并具备强大的人际交往能力来有效处理升级问题。
主要职责
- 管理并持续优化你的客户群体的端到端客户旅程（包括入职、节奏、支持、续约和扩展）。
- 处理你客户组合中的所有升级问题，运用良好的判断力和人际交往能力解决问题并维护客户关系。
- 跟踪客户健康状况、使用情况和参与度数据，识别哪些自动化流程有效，哪些需要人工干预。
- 深入了解 Portside 的产品和底层技术，以便为客户提供有效建议并解决他们升级的问题。
- 监督自动化、基于角色的入职流程，包括从销售的内部交接、欢迎序列和应用内提示，当客户触发无活动警报（例如第 14 天没有活动）时，亲自介入以重新启动入职流程。
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About Portside
Portside is a leading provider of cloud-based software solutions for the global aviation industry. Our platform powers critical operations across business aviation, regional airlines, and aircraft leasing & finance, helping over 1,000 aviation organizations streamline operations, improve decision-making, and operate more efficiently.
Backed by leading technology investors Vista Equity Partners and Insight Partners, Portside is entering an exciting phase of growth. We are expanding our platform, investing in AI driven innovation, and building a global team focused on shaping the future of aviation technology.
Job Summary
Portside is seeking a proactive and customer-focused Customer Success Manager to own a large book of small and medium-sized business (SMB) accounts through a high-volume, tech-enabled motion. Rather than driving every touchpoint yourself, you will manage and continuously improve automated, self-serve processes for onboarding, cadence, support, renewal, and expansion, stepping in personally where accounts need attention, such as inactivity triggers, escalations, or renewal risk.
This role will partner closely with Sales, Product, Marketing, and Support to keep these automated journeys running smoothly, identify where the process needs a human touch, and resolve escalations with strong judgment and people skills. The ideal candidate has experience managing 100+ accounts in a high-volume, tech-enabled Customer Success role, is comfortable using technology and automation to extend their reach, and brings strong interpersonal skills to handle escalations effectively.
Key Responsibilities
- Manage and continuously improve the end-to-end customer journey (onboarding, cadence, support, renewal, and expansion) for your book of business.
- Handle escalations across your portfolio, using strong judgment and people skills to resolve issues and protect the relationship.
- Track customer health, usage, and engagement data to identify where automated processes are working and where a personal touch is needed.
- Maintain a deep understanding of Portside's products and underlying technology to effectively advise customers and troubleshoot issues as they're escalated.
- Oversee the automated, persona-based onboarding journey, including the internal hand-off from Sales, welcome sequences, and in-app tooltips, stepping in personally when a customer trips a no-activity trigger (e.g., day 14 with no activity) to get onboarding back on track.
- Maintain templated, auto-tracked success plans for accounts in your book of business, and oversee automated bi-annual account reviews, email nurture campaigns, and video product tours, refining content and triggers based on performance.
- Monitor AI and self-serve support channels (chatbot, release communications, trigger-based outreach) to ensure customers are getting accurate, timely help, and step in on escalations that self-serve support can't resolve.
- Oversee automated renewal outreach across your book of business, and take ownership of accounts that escalate to the pooled CSM queue (e.g., 2+ support tickets in 7 days), resolving underlying issues to protect the renewal.
- Monitor in-app upgrade prompts and product-led expansion performance across your accounts, flagging trends or friction points to Product and Sales, and identify accounts where a light personal touch could unlock expansion, looping in Sales as appropriate.
- Encourage customer participation in Portside's customer community for peer learning, support deflection, and advocacy identification.
- Identify customers from your book of business who are strong candidates for testimonials, case studies, referrals, or community advocacy.
Qualifications
- At least 5 years in a customer-facing role, including experience in a B2B SaaS environment.
- SaaS experience required.
- Demonstrated experience using technology and automation to increase reach and efficiency across a large book of business.
- Strong people skills, with a track record of effectively handling and resolving customer escalations.
- Strong analytical skills, with the ability to interpret usage data and health metrics to prioritize where to step in.
- Excellent communication, relationship-building, and problem-solving skills.
- Bachelor's degree or equivalent practical experience.
- Commercial experience (e.g., upsell, cross-sell, or quota-carrying experience) is a strong plus.
- Experience with AI-powered Customer Success tools is a strong plus.
- Experience in aviation, aerospace, or an adjacent industry, or a genuine passion for aviation is a strong plus.
What We Offer
- Competitive base salary
- Fully remote work
- Generous time off policy
- Health, dental, and vision insurance
- Opportunities for professional development and career advancement.
- Dynamic, collaborative, and fast-growing work environment.
Originally posted on Himalayas