Customer Success Manager

Job Summary

As a Customer Success Manager, you will own a book of mid-market accounts through a scaled, digitally led motion. You will run and continuously improve automated journeys for onboarding, cadence, training, renewal, and expansion, and step in personally when customer signals show an account needs attention.

You will work closely with Sales, Product, Marketing, and Support, using health and usage data to decide where your time matters most and resolving escalations with sound judgment. The ideal candidate has managed a large mid-market book in a tech-enabled Customer Success model and uses data and automation to extend their reach.

Key Responsibilities 

• Onboarding: Oversee the guided, digitally led onboarding experience, including the automated hand-off from Sales, persona-based journeys, and onboarding checklists. Step in when a customer stalls or misses a milestone.
• Cadence: Maintain templated, auto-tracked success plans across your book and oversee automated quarterly business reviews, refining content and triggers based on performance.
• Health and risk: Lead signal-driven health reviews. Use usage, engagement, and support data to spot at-risk accounts early and decide which need a personal touch.
• Training: Run quarterly group trainings and webinars, and keep the knowledge base and recorded training library accurate and aligned with product releases.
• Renewal: Oversee the automated 120-day renewal outreach. When signals escalate an account, take ownership, resolve the underlying issues, and partner with Sales to protect the renewal.
• Expansion: Manage automated lifecycle campaigns, host open office hours, and support self-service onboarding for newly adopted products. Pass qualified opportunities to Sales.
• Digital adoption: Deliver prescriptive adoption journeys that guide customers toward the features and outcomes that matter most to them, and flag friction points to Product.
• Voice of customer and advocacy: Contribute to scaled voice-of-customer programs and share feedback trends with Product, Sales, and Support. Identify strong candidates for testimonials, case studies, referrals, and community advocacy.
• Escalations and product expertise: Handle escalations across your portfolio with strong judgment and people skills, drawing on deep knowledge of Portside's products and technology to advise customers and troubleshoot issues.

Qualifications

• 5+ years in a customer-facing role at a SaaS company, including experience in a scaled, tech-enabled Customer Success model managing a book of mid-market accounts
• Demonstrated experience using technology and automation to extend 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, able to interpret usage data and health signals to prioritize where to step in
• Excellent communication, relationship-building, and problem-solving skills, including comfort leading group trainings and webinars
• Bachelor's degree or equivalent practical experience
• Commercial experience (e.g., upsell, cross-sell, or quota-carrying) would be a strong plus
• Experience with AI-powered Customer Success tools would be a strong plus
• Experience in aviation, aerospace, or an adjacent industry, or a genuine passion for aviation, would be 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.

Portside is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.