Customer Success Manager
About The Position
Pilotbase powers the flight training ecosystem, supporting more than 1,400 flight schools and tens of thousands of pilots each year. The company is expanding Pilot Experience Solutions, a connected system that brings flight schools, pilots, and industry partners together in a data-driven network. Growth priorities include expanding within the existing customer base, reaching pilots directly, and creating new revenue streams. The Customer Success Manager serves as a supportive point of contact and advocate for customers. Working under supervision and closely with senior staff, the CSM manages an assigned portfolio, helps customers realize value from Pilotbase products and solutions, and develops the ability to identify customer needs and growth opportunities. The role also facilitates communication between customers and internal teams to support delivery of solutions that meet customer needs. The position focuses on customer retention, advocacy, and growth. Responsibilities include managing customer accounts, supporting adoption and best practices, mitigating churn risk, communicating proactively, advocating for training and customer needs, identifying qualified leads and account growth opportunities, and expanding product use within customer organizations. Occasional business travel of up to 25% may be required.
Requirements
- Bachelor’s degree in business or a related field.
- Experience in customer success management.
- Some experience with HubSpot, Pendo, PowerBI, and Google Suite.
- Strong relationship-building orientation and interest in helping people.
- Solid organizational and planning skills.
- Good written and oral communication skills.
- Positive attitude and desire to contribute to a motivated group.
Nice To Haves
- Experience in the flight training industry and knowledge of aviation terminology.
Responsibilities
- Manage a portfolio of customer accounts.
- Understand customers’ business objectives and deliver valuable return on investment.
- Review customer accounts for migration from month-to-month arrangements to annual contracts.
- Help customers adopt software best practices that address their challenges.
- Mitigate account risk to help prevent customer churn.
- Communicate proactively with customers, including through one-to-many methods.
- Advocate for customer training to increase product utilization.
- Work cross-functionally with teams at FSP to advocate for customer needs.
- Identify customer best practices, use cases, success stories, and lessons learned.
- Build meaningful relationships with customers throughout the customer lifecycle.
- Identify and pursue growth opportunities in the customer portfolio using an established target list.
- Generate a Customer Success Qualified Leads pipeline for the established target list.
- Grow monthly recurring revenue (MRR) in the assigned portfolio.
- Expand product use to new teams within existing customer companies.
Benefits
- Full benefits package, including medical, dental, vision, short-term disability, and life insurance.
- 401(k) plan.
- Equity Appreciation Plan.
- Flexible Time Off policy.
- Seven company-wide paid holidays and two floating holidays.
- Two wellness days.
- Employee Assistance Program.
- Professional Development Stipend.
- Home Office Stipend.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
