Customer Success Manager

Portside•Nashville, TN

5d•Remote

About The Position

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.

Requirements

At least 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 and a track record of effectively handling and resolving customer escalations.
Strong analytical skills, including the ability to interpret usage data and health signals to prioritize where to intervene.
Excellent communication, relationship-building, and problem-solving skills, including comfort leading group trainings and webinars.
Bachelor's degree or equivalent practical experience.

Nice To Haves

Commercial experience, such as upsell, cross-sell, or quota-carrying experience.
Experience with AI-powered Customer Success tools.
Experience in aviation, aerospace, or an adjacent industry, or a genuine passion for aviation.

Responsibilities

Oversee guided, digitally led onboarding, including automated hand-offs from Sales, persona-based journeys, and onboarding checklists; intervene when customers stall or miss milestones.
Maintain templated, automatically tracked success plans and oversee automated quarterly business reviews, refining content and triggers based on performance.
Lead signal-driven health reviews, using usage, engagement, and support data to identify at-risk accounts and determine where personal attention is needed.
Run quarterly group trainings and webinars, and keep the knowledge base and recorded training library accurate and aligned with product releases.
Oversee automated 120-day renewal outreach; take ownership of escalated accounts, resolve underlying issues, and partner with Sales to protect renewals.
Manage automated lifecycle campaigns, host open office hours, support self-service onboarding for newly adopted products, and pass qualified opportunities to Sales.
Deliver prescriptive digital adoption journeys that guide customers toward relevant features and outcomes, and flag friction points to Product.
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.
Handle portfolio escalations with sound judgment and strong people skills, drawing on knowledge of Portside products and technology to advise customers and troubleshoot issues.