Customer Success Manager
ForeFlight•Austin, TX
•$51,000 - $62,500•Remote
About The Position
We are seeking a dedicated and passionate person to join our Customer Success Team. In this role, you will deliver exceptional support via email, phone, and webcast to ForeFlight users around the world. Ideal candidates possess a deep enthusiasm for aviation and are eager to share this passion with our customers. Strong technical skills are essential, as you will be working with MacBooks, iPhones, iPads, and websites to provide comprehensive technical assistance. This is a remote role within the US.
Requirements
- Pilot or Dispatcher Experience, including military experience, is essential
- Experience in software and technical support
- Minimum of 5 years in customer success or similar role
- Excellent verbal, written, and communication skills with the ability to present compelling customer stories
- Ability to create and manage a continuous experience improvement program (scope, milestone, engagement, execution, and change management)
- Understanding of various technical architectures and operating systems
- Detail-oriented with excellent follow-up skills
- Proficient in both Microsoft and Google suite products
- Associate or Bachelor’s degree in a related field, or equivalent combination of training, education and experience
Nice To Haves
- Experience with FAA/EASA regulations and flight planning desired
Responsibilities
- Analyze customer lifecycle data to derive insights and make clear, actionable recommendations for customers and business partners.
- Identify root causes, propose solutions, and deploy cross-functional support, where necessary, to resolve issues.
- Manage customer goals, conduct regular business reviews (monthly or quarterly), and ensure customer satisfaction.
- Accelerate customers through the customer lifecycle by developing detailed account plans.
- Board and train customers to maximize the potential of our software offerings.
- Identify growth opportunities and assist the sales team in driving the pipeline.
- Provide responsive, knowledgeable, and efficient support, delivering Best In Class Pilot Support
Benefits
- Medical, dental, vision insurance with Employer paid health premiums
- Open PTO Policy
- 401(k) with up to 10% company matching and immediate vesting
- 12 Weeks Paid Parent Leave
- Flight Training Rewards
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
