Customer Success Manager

Summary

Join AeroCloud as a Customer Success Manager and play a pivotal role in ensuring customer success with our cutting-edge airport technology solutions. You will be the primary liaison between AeroCloud and our customers, providing expert guidance, support, and training. Responsibilities include onboarding new clients, understanding their needs, monitoring progress, and proactively addressing issues. You will collaborate with sales, product, and support teams to deliver an exceptional customer experience. This remote East Coast, US-based role requires experience in customer success management, ideally in an early-stage startup. The position offers a competitive salary, share options, health insurance, remote work, and generous paid time off.

Requirements

• 2 - 4 years experience working as Customer Success Manager, ideally at an early stage startup
• Driven and proactive by nature preferably with experience of managing enterprise and strategic level customers
• A growth mindset and driven by solving complex customer problems
• Experience of managing and constantly achieving commercial targets through expansion opportunities and renewals
• Experience of working with complex, multi-geographical customers
• Excellent communication and presentation skills, both verbally and written
• Committed to constantly improving the customer experience and communicating areas for improvement at AeroCloud
• A relationship builder with experience in building strong relationships with C-level executives and other key stakeholders
• Experience working cross functionally with internal teams (commercial, product, support, marketing)
• A willingness to travel internationally when required to meet with customers face to face

Responsibilities

• Become an expert on AeroCloud’s suite of products and how they can be used to solve industry and customer problems
• Manage the full customer lifecycle including onboarding, adoption, expansion opportunities and renewals for a portfolio of customers across EMEA and North America
• Work closely with customers to define, monitor and report success metrics through success playbooks, and business reviews and other initiatives
• Work proactively to increase product adoption and create growth opportunities through upsell, customer referrals and new case studies
• Work cross functionally with implementation, commercial, support, product and marketing teams to create positive customer outcomes, acting as the single point of contact and voice of the customer internally at AeroCloud
• Utilise playbooks to improve customer health, increase retention and mitigate risk
• Work with the Customer Success Lead to constantly improve processes and resources including training, playbooks and customer facing document

Preferred Qualifications

The ability to speak a second language (French, Spanish, German or other European languages) would be desirable

Benefits

• Competitive salary
• Best in class share options scheme
• Employer funded health insurance
• Remote working environment
• 20 days annual leave + statutory holidays
• Take your birthday off work on us as well
• Extensive upskilling and training