Role Overview: We are seeking an experienced and highly technical Customer Success Manager (CSM) to work with our enterprise customers, including major airlines. The ideal candidate will have 4-5 years of experience in customer-facing roles, possess strong technical skills, and demonstrate exceptional people skills. They will be responsible for ensuring customer success by providing strategic guidance, managing complex projects, and fostering strong relationships with key stakeholders. A business-oriented mindset is essential to identify opportunities for growth and ensure alignment with customer goals. Experience in project management and training is a strong advantage.
Key Responsibilities:
Customer Relationship Management: Build and maintain strong relationships with enterprise customers, ensuring their success with SkyPath’s solutions.
Technical Expertise: Serve as a trusted advisor by understanding customer workflows, system integrations, and technical challenges.
Onboarding & Training: Guide customers through implementation, onboarding, and adoption of SkyPath’s solutions. Deliver training sessions to enhance user proficiency.
Project Management: Oversee customer projects, ensuring timely delivery, coordination across teams, and alignment with customer goals.
Proactive Engagement: Monitor customer usage, identify risks, and implement strategies to improve adoption and satisfaction.
Support & Advocacy: Serve as the main point of contact between customers and internal teams, advocating for feature requests, resolving issues, and providing product insights.
Data-Driven Insights: Analyze customer data to identify trends, opportunities for optimization, and areas for improvement.
Industry Expertise: Stay up to date with aviation industry trends, regulatory requirements, and emerging technologies that impact enterprise customers.
Business Growth: Identify upselling and cross-selling opportunities, working closely with sales and product teams to drive customer expansion.
Qualifications & Skills:
✅ 4-5 years of experience in customer success, account management, or technical consulting roles.
✅ Strong understanding of aviation industry operations and enterprise customer needs.
✅ Exceptional technical skills, with the ability to understand and explain complex solutions.
✅ Excellent people skills, with the ability to engage with executives and technical teams alike.
✅ Business-oriented mindset, with the ability to align customer needs with company growth objectives.
✅ Proven experience in project management, including planning, execution, and stakeholder coordination.
✅ Experience in customer training and enablement is a strong plus.
✅ Strong problem-solving skills and ability to work in a fast-paced, evolving environment.
✅ Familiarity with CRM systems, SaaS solutions, and customer health metrics.
✅ Fluency in English (additional languages are a plus).