Customer Success Manager

Title: Customer Success Manager - North America

Massachusetts, United States 

Permanent · Remote

Job description

AeroCloud: Revolutionizing Airport Operations

AeroCloud is the new-age operating system for airports aiming to grow. Our suite includes Airport Operating Systems (AOS), PPS, and Passenger Flow Management solutions, empowering airports to gain deep insights into the movement of passengers and aircraft around the world. 

We achieve this by becoming the airport’s first call for technology. Whether in times of need or growth, we stand alongside our clients, offering support through innovative software that drives their success. 

Our Commitment to Excellence 

At AeroCloud, being the airport’s first call means exceeding expectations at every customer interaction. This is not just a goal; it’s our standard. We prioritize detail, diligence, and a proactive approach in everything we do. If there’s a task to be completed, we see it through. If a customer needs an answer we don’t yet have, we respond promptly to let them know we’re on it. We believe in keeping our team informed, being transparent, and maintaining accountability at every step. 

About you 

We are looking for a Customer Success Manager to report to the Lead Customer Success Manager. This role will have no direct reports and will be based remotely from either the US or Canada. 

Summary of Role 

As a Customer Success Manager at AeroCloud, you'll be pivotal in ensuring our customers success with our cutting-edge airport technology solutions. You'll act as the primary liaison between AeroCloud and our customers, providing expert guidance, support, and training to help them maximize the value of our products. Your responsibilities will include supporting the onboarding of new clients, understanding their unique needs, monitoring their progress, and proactively addressing any issues to ensure their satisfaction and retention. You'll collaborate closely with our sales, product, and support teams to deliver a seamless and exceptional customer experience, driving customer loyalty and long-term success. 

Job requirements

What are we looking for?

• 2 - 4 years experience working as Customer Success Manager, ideally at an early stage startup
• Driven and proactive by nature preferably with experience of managing enterprise and strategic level customers
• A growth mindset and driven by solving complex customer problems.
• Experience of managing and constantly achieving commercial targets through expansion opportunities and renewals
• Experience of working with complex, multi-geographical customers
• Excellent communication and presentation skills, both verbally and written
• Committed to constantly improving the customer experience and communicating areas for improvement at AeroCloud
• A relationship builder with experience in building strong relationships with C-level executives and other key stakeholders
• Experience working cross functionally with internal teams (commercial, product, support, marketing)
• A willingness to travel internationally when required to meet with customers face to face
• The ability to speak a second language (French, Spanish, Portuguese or other European languages) would be desirable

Job responsibilities

Ownership and Impact 

• Become an expert on AeroCloud’s suite of products and how they can be used to solve industry and customer problems.
• Manage the full customer lifecycle including onboarding, adoption, expansion opportunities and renewals for a portfolio of customers across EMEA and North America
• Work closely with customers to define, monitor and report success metrics through success playbooks, and business reviews and other initiatives
• Work proactively to increase product adoption and create growth opportunities through upsell, customer referrals and new case studies.
• Work cross functionally with implementation, commercial, support, product and marketing teams to create positive customer outcomes, acting as the single point of contact and voice of the customer internally at AeroCloud
• Utilise playbooks to improve customer health, increase retention and mitigate risk

• Work with the Customer Success Lead to constantly improve processes and resources including training, playbooks and customer facing document

Job benefits

What's in it for you

• Competitive salary
• Best in class Share / Equity Scheme
• 20 days annual leave + statutory holidays
• Take your birthday off work on us as well
• Extensive upskilling and training
• 401k/pension scheme
• Company funded health insurance