Customer Success Manager
About The Position
Flight Schedule Pro is the world’s leading flight school management software, trusted by 1,300+ operators worldwide, including top flight training academies that produce pilots for major airlines like United, Delta, and British Airways. With 16,000+ instructors, 12,000+ aircraft, Flight Schedule Pro provides cutting-edge tools to optimize operations, enhance student retention, and drive revenue growth. Now part of the Flight Schedule Pro ecosystem, LogTen Pilot Logbook simplifies and perfects log management. Over 300,000 pilots have downloaded the LogTen App making it the most used, trusted, and awarded flight logging app ever created. Flight Schedule Pro is seeking an enthusiastic individual eager to support our customers by building relationships and developing their product and industry knowledge in the Aviation space. The Customer Success Manager will collaborate with teams across FSP to promote product adoption and contribute to a positive customer experience. With guidance from senior team members, this role will assist in managing a segment of Flight Schedule Pro’s valued customer base, focusing on customer satisfaction, retention and additional revenue attainment. The Customer Success Manager will act as a supportive point of contact and advocate for our customers. This role will engage with an assigned customer portfolio under supervision, helping customers realize value from our products and solutions while learning to identify opportunities for growth. Working closely with senior staff, the CSM will facilitate communication between customers and internal teams to ensure smooth delivery of solutions that meet customer needs. The primary focus of this role is to develop skills in identifying customer needs, communicating effectively, and contributing to a great customer experience.
Requirements
- Bachelor's Degree in business or related field
- A zeal for building relationships and helping people
- Solid organizational and planning skills
- Good communication skills, both written and oral
- Experience in customer success management
- Some experience with HubSpot, Pendo, PowerBI and Google Suite.
- A positive attitude and a desire to be part of a motivated group doing big things
Nice To Haves
- Experience in the Flight training industry and knowledge of aviation terminology is a plus
Responsibilities
- Manage a portfolio of customer accounts
- Understand customers' business objectives and deliver valuable ROI
- Review of customer accounts for migration from a month-to-month model to annual contracts
- Help customers adopt best practices within our software to solve their challenges
- Regular proactive communication with customers using one-to-many methods
- Advocate for customer training to increase product utilization
- Work cross-functionally with all teams at FSP to advocate for customers’ needs
- Uncover new best practices, use cases, success stories, and lessons from customers
- Build meaningful relationships with customers throughout the customer lifecycle journey
- Identify growth opportunities in the portfolio of customer accounts and execute on an established target list
- Generate a Customer Success Qualified Leads pipeline for the established targeted list
- Ensure growth of MRR in individual portfolio
- Expand product use to new teams within current companies
Benefits
- Full benefits package (Medical, Dental, Vision, Short-Term Disability, Life Insurance, 401(k) plan)
- Equity Appreciation Plan
- Flexible Time Off policy
- Seven (7) company-wide paid holidays + two (2) floating holidays
- Two (2) 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
Mid Level
