Customer Success Manager

Portside

4d•Remote

About The Position

Portside is seeking a proactive and customer-focused Customer Success Manager to drive engagement, adoption, expansion, and retention across our aviation SaaS product portfolio. This role manages structured customer cadences, monitors account health, supports renewals, and identifies opportunities for product expansion, upsells, and cross-sells within existing accounts. The ideal candidate has aviation industry experience, strong technical aptitude, and a passion for helping customers realize value from software solutions.

Requirements

Aviation industry experience required.
3–5 years in Customer Success, Account Management, or related SaaS role.
Strong technical aptitude and comfort navigating multiple software platforms.
Outgoing, innovative, and proactive in identifying solutions, improvements, and growth opportunities.
Excellent communication, relationship-building, and problem-solving skills.

Responsibilities

Manage tiered engagement cadences across all relevant customers, ensuring regular touchpoints, structured follow-ups, and timely communication.
Track and analyze customer usage, trends, and health indicators to inform retention strategies.
Collaborate with Sales, Product, and Development teams to identify opportunities for expansion, upsells, and cross-sells within existing accounts.
Support renewals, ensuring accurate execution and minimizing errors.
Serve as a customer advocate, providing actionable feedback to internal teams for product enhancements and process improvements.
Provide insights to leadership on trends, risks, and opportunities for process improvement and customer success initiatives.