Customer Success Manager

PSD Group; Barcelona; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

None

Job summary

PSD Group is seeking a Customer Success professional to work with airline OCC teams to drive adoption and ongoing value of an advanced disruption management platform. You will train OCC controllers, monitor usage, and coordinate with product and optimisation teams to improve adoption and outcomes.

The role requires strong airline operations knowledge, excellent stakeholder management, and the ability to present value to airline management. Spanish language skills are a plus.

Qualifications

• Experience in airline operations or OCC environments.
• Proven ability to train and coach users.

Responsibilities

• Drive adoption and engagement with airline OCC teams.
• Deliver training and onboarding for OCC controllers.
• Run refresher sessions as product evolves.
• Monitor usage and address engagement drops.
• Prepare business reviews with OCC leadership.

Skills

Customer facing

Stakeholder management

Training coaching

Data analysis

Disruption management

Excel proficiency

OCC operations knowledge

Relationship building

Tools

Excel

CRM systems

Job description

Duration: Until End of 2026 – with a view to extend

Availability: ASAP

About the Client

My client is the air transport industry's IT provider, delivering solutions for airlines, airports, aircraft, and governments. Their technology powers more seamless, safe, and sustainable air travel. An exciting opportunity to join a growing aviation technology business developing and delivering an advanced Operations Control Centre (OCC) disruption management solution.

The platform supports airline Operations Control Centres in managing disruption by providing proactive alerts and integrated recovery solutions across aircraft, crew and passengers. With significant customer and pipeline growth, several new airlines are expected to go live with the solution in 2027. Going live is only the beginning. The Customer Success team plays a critical role in ensuring airlines adopt the solution, trust its recommendations and realise measurable operational value from it.

About the Role

You will work closely with airline OCC teams to drive adoption, support users and demonstrate the ongoing value of the platform.

You will act as a trusted operational contact for the customer, working alongside OCC controllers to understand how they use the solution, identify opportunities to improve adoption and feed operational insight back into Product and Optimisation teams.

This is a highly customer-facing role that combines airline operations knowledge, training and coaching, data analysis and stakeholder management.

Key Duties:

Adoption & Engagement

• Work closely with OCC controllers to help them understand, trust and effectively use the solutions proposed by the platform.
• Support the adoption of the solution within the airline's day-to-day operational processes.
• Deliver training and onboarding for new OCC controllers.
• Run refresher training and user sessions as the product evolves.
• Monitor usage and adoption across customer accounts and proactively address areas where engagement drops.
• Gather structured feedback from OCC users and translate operational requirements into clear feedback for Product and Optimisation teams.
• Identify opportunities to improve how customers use the solution and maximise its operational impact.

Value Tracking

• Track and report agreed operational KPIs and savings for each airline.
• Analyse usage and operational data to demonstrate the value being delivered.
• Prepare and present regular business reviews with airline OCC leadership and management.
• Use customer data and feedback to identify further opportunities for improvement and adoption.

Customer & Support Coordination

• Act as the day-to-day operational point of contact for the airline's OCC.
• Build strong relationships with OCC controllers, operational managers and senior customer stakeholders.
• Coordinate incidents, issues and escalations with technical support, engineering and product teams.
• Maintain ownership of customer issues through to resolution and ensure appropriate communication with the airline.
• Work closely with internal teams to ensure customer feedback and operational requirements are understood and acted upon.

What we are looking for

You will have a strong understanding of airline operations and be comfortable working directly with OCC teams.

You will be able to establish credibility with operational users, understand the pressures they face during disruption and communicate effectively with both frontline controllers and airline management.

• Professional experience within airline operations, ideally within an Operations Control Centre.
• Relevant backgrounds could include OCC Duty Management, Aircraft Control, Crew Control, Dispatch or similar operational roles.
• Strong understanding of airline disruption management and the operational challenges faced by OCC teams.
• Credibility with operational users and the ability to communicate effectively with OCC controllers.
• Experience training, coaching or supporting operational teams.
• Comfortable working with operational data, KPIs and reporting using Excel or similar tools.
• Strong customer-facing and stakeholder management skills.
• Confident presenting information and recommendations to airline management.
• Strong written and verbal communication skills.
• Experience supporting the rollout or implementation of operational software within an airline.
• Previous Customer Success, Account Management or Customer Relationship Management experience.
• Experience working with aviation technology, decision-support or optimisation solutions.
• Experience measuring business value, operational improvements or software adoption.
• Spanish or another language relevant to the solution's airline customers.