Remote Customer Success Manager — Aviation SaaS & AI

Portside, Inc.; Toronto; Remoto; CAD 90.000 - 140.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote work

Generous time off policy

Health, dental, and vision insurance

Professional development opportunities

Dynamic, collaborative environment

Descrizione del lavoro

Portside, Inc. is seeking a Customer Success Manager to own a mid-market book in a fully remote setup. You will drive automated onboarding, cadence, training, renewal, and expansion using usage data to prioritize time and resolve escalations with sound judgment.

The role requires 5+ years in SaaS customer success, strong analytical and communication skills, and experience with automation. Aviation industry familiarity is a plus; a collaborative, fast-paced environment awaits.

Competenze

• 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, with a track record of effectively handling and resolving customer escalations
• Strong analytical skills, able to interpret usage data and health signals to prioritize where to step in
• Excellent communication, relationship-building, and problem-solving skills, including comfort leading group trainings and webinars
• Commercial experience (e.g., upsell, cross-sell, or quota-carrying) would be a strong plus
• Experience with AI-powered Customer Success tools would be a strong plus
• Experience in aviation, aerospace, or an adjacent industry, or a genuine passion for aviation, would be a strong plus

Mansioni

• Oversee onboarding for mid-market accounts with automated journeys and a Sales hand-off
• Maintain templated success plans and automated quarterly business reviews
• Lead signal-driven health reviews using usage and support data
• Run quarterly trainings and webinars and update training content
• Oversee automated renewal outreach and partner with Sales to protect renewals
• Manage automated lifecycle campaigns and support self-service onboarding
• Deliver prescriptive adoption journeys and flag issues to Product
• Contribute to voice-of-customer programs and identify testimonial opportunities
• Handle escalations across your portfolio with sound judgment and product knowledge

Conoscenze

Customer success

Automation experience

Data analysis

Communication skills

Training & webinars

Escalation management

Account management

Formazione

Bachelor's degree or equivalent practical experience

Descrizione del lavoro

Portside, Inc. is seeking a Customer Success Manager to own a mid-market book in a fully remote setup. You will drive automated onboarding, cadence, training, renewal, and expansion using usage data to prioritize time and resolve escalations with sound judgment.

The role requires 5+ years in SaaS customer success, strong analytical and communication skills, and experience with automation. Aviation industry familiarity is a plus; a collaborative, fast-paced environment awaits.