Customer Success Manager

Portside provides cloud-based software solutions for the global aviation industry. The company is seeking a proactive Customer Success Manager to manage a large book of SMB accounts through high-volume, technology-enabled customer success processes, while handling escalations and improving onboarding, support, renewal, and expansion journeys.

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

Requirements:

• At least 5 years in a customer-facing role, including experience in a high-volume, tech-enabled Customer Success motion managing 100+ accounts
• 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