Customer Success Manager

Role Overview

The Customer Success Manager owns the client relationship end to end for a portfolio of SurfOS accounts across operators, brokers, aircraft owners, and OEMs. The role is the primary point of contact for client leadership on implementation status and adoption.

What You Will Do

The Customer Success Manager is expected to understand how each client actually runs its business and to translate that into configuration decisions, scoped requirements, and a prioritized build backlog.

Why It Might Be a Fit

The role carries real influence over release scope and sequencing, and is accountable for those decisions to both the client and the internal team.

Requirements

• 3 to 5 years in customer success, account management, implementation, or technical program management at a B2B software company, with direct ownership of named client accounts.
• Aviation background, ideally on the operations side, with a working understanding of how charter operators, brokers, and aircraft owners run day to day.
• Experience carrying a client from contract signature through a production go-live, not handing off after kickoff.
• Technical fluency sufficient to read an API contract, reason about a data model, distinguish a configuration problem from a code problem, and work credibly with engineering teams.
• Requirements writing that engineers can build from without a follow-up meeting.
• Sound judgment on scope, including the ability to separate what a client needs to go live from what can wait, and to hold that line while preserving the relationship.
• Plain, direct communication in writing and in person, with executives and with the people doing the work.

Benefits

• Competitive Salary
• Health & Wellness
• Retirement Plans
• Generous PTO
• Employee Discounts