Customer Success Representative

Southern Airways Corporation • Hawthorne, CA

4d

About The Position

The Customer Success Representative supports the onboarding, adoption, and daily usage of SurfOS across operators, brokers, aircraft owners, and OEMs. As SurfOS becomes embedded into software customers' workflows, this role helps customers understand the platform, resolve issues quickly, and incorporate SurfOS into their core business processes. The Customer Success Representative is often the first point of contact for users, shaping their day-to-day experience of the platform.

This role is responsible for delivering training, assisting with workflow configuration, triaging support requests, and ensuring customers feel confident using SurfOS within their operational environments. The Customer Success Representative collaborates closely with Senior CSMs, Forward Deployment Engineers, Product, and Sales teams to escalate issues, provide structured feedback, and contribute to continuous improvement of the platform and its deployment processes. The position plays a key role in ensuring SurfOS maintains high adoption, smooth onboarding cycles, and strong customer satisfaction as the platform scales across the private aviation and air mobility ecosystem.

Requirements

• 1-4 years in SaaS customer support, customer success, or a similar customer-facing role
• Strong communication and problem-solving skills with the ability to guide users through technical workflows
• Comfort troubleshooting software issues and translating customer needs into clear support actions
• Ability to collaborate effectively with Customer Success, Product, Engineering, and FDE teams
• Highly organized with strong follow-through and attention to detail
• Comfort working in a fast-paced environment with shifting priorities

Nice To Haves

• Aviation or operational experience is a plus but not required

Responsibilities

• Provide onboarding support, product walkthroughs, and day-to-day customer guidance
• Assist customers with configuration, workflow setup, and product understanding
• Respond to support inquiries, troubleshoot user issues, and escalate technical cases as needed
• Monitor usage patterns and flag adoption risks or areas for additional training
• Document best practices, user guides, and training materials to support consistent onboarding
• Coordinate with Senior CSMs and FDEs to assist with implementation tasks
• Capture customer feedback and share insights with Product and Engineering teams
• Maintain accurate records of interactions, issues, and resolutions within CRM and support tools
• Support group training sessions and ongoing customer education programs
• Contribute to improving internal processes that enhance customer experience and operational efficiency

Benefits

• Competitive Salary: Attractive compensation package based on experience.
• Health & Wellness: After 30 days of employment on the 1st of the next month, you are eligible to sign up for medical, dental, and vision insurance, air ambulance coverage, short-term disability, pet insurance, health savings accounts, and company-paid life insurance.
• Retirement Plans: Employees can enroll in our company’s 401(k) plan.
• Generous PTO: After completion of your probationary period, employees earn 1 day of PTO per month, plus paid holidays throughout the calendar year.
• Employee Discounts: After completion of your probationary period, you can access the My ID Travel program, which allows members of your immediate family to participate as well. This program provides travel privileges, including:
• Flight tickets at significant discount, employee and family members can fly our planes (standby space available)
• Discounts on hotels and resorts
• Car rentals at reduced rates
• Discounted cruises

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees