Customer Success Manager - Airline Operations

Oxigent Technologies; Barcelona; Hybrid; EUR 55,000 - 60,000; Full time

Benefits offered by this job

Private Medical Insurance

Training Voucher

Flexible Remuneration Plan

Fitness & Sports Pass

Flexible Working Hours

Job summary

Oxigent Technologies is seeking a Customer Success Manager to join our AI-driven aviation software team. You will build strategic relationships with airline stakeholders, drive product adoption, manage escalations and ensure high customer satisfaction across international deployments.

You will leverage AI tools like Claude in daily work, collaborate with Sales and Tech teams on renewals and expansions, and contribute to the global deployment of the solution while shaping the product roadmap.

Qualifications

• Bachelor’s degree or equivalent in IT, telecoms or business.
• 3+ years in airline/air transport industry.
• 5+ years in customer-facing IT services.
• ITIL knowledge and certification required.
• Strong English (C1) and senior stakeholder engagement.

Responsibilities

• Build strategic relationships with airline stakeholders and maximise value.
• Drive customer success and product adoption.
• Manage escalations and maintain high customer satisfaction.
• Lead service improvement and provide actionable insights.
• Collaborate with Sales and Tech teams for renewals and expansions.
• Translate customer needs into product roadmap insights.

Skills

Stakeholder management

Strategic thinking

English proficiency

Problem solving

Communications

Education

Bachelor's degree in IT/Telecom/Business

Tools

Claude AI

Job description

Would you like to take your career to the next level as a Customer Success Manager in a cutting-edge technology environment, helping airlines unlock the full potential of AI to transform their daily operations?

At Oxigent Technologies, we are looking for a Customer Success Manager to join an innovative technology team within the aviation industry. You will be part of a growing, international project developing a unique AI-powered software solution for Airline Operations Control Centres (OCCs), helping airlines manage operational disruptions more efficiently and make better decisions in real time.

You will join a dynamic team with an entrepreneurial mindset, combining advanced AI, data science and optimisation technologies to reshape the future of airline operations. This is an exciting opportunity to contribute to the growth of a validated product, build long-term customer partnerships and help scale an innovative solution globally.

What will your main responsibilities be?

• Build and develop strategic customer relationships, acting as a trusted partner to airline stakeholders and ensuring that they maximise the value of the AI-powered solution.
• Drive customer success and product adoption, identifying opportunities to improve operational efficiency and helping airlines achieve their business objectives.
• Manage end-to-end customer escalations, proactively identifying risks, resolving issues and ensuring high levels of customer satisfaction.
• Lead continuous service improvement initiatives, monitoring product performance, identifying areas for improvement and developing actionable recommendations.
• Collaborate with Sales and technical teams to support contract renewals, identify expansion opportunities and contribute to the global deployment of the solution.
• Act as the voice of the customer, translating business needs and operational challenges into valuable insights for product development and the technical roadmap.
• Leverage AI tools in your daily work, using solutions such as Claude to improve productivity, analyse information and enhance decision-making.
• Support the international expansion of the product, helping airlines transform the way they manage operational disruptions and day-to-day operations.

What are we looking for?

• A Bachelor's degree in IT, Telecommunications, Business or a related field, or equivalent professional experience.
• At least 3 years of experience in the airline or air transport industry, with a strong understanding of airline operations.
• 12+ years of overall professional experience at a senior level, including at least 5 years in customer-facing roles delivering IT services to internal or external customers.
• Proven experience in customer success, service management and stakeholder management, including the ability to engage with senior-level decision-makers.
• A strong interest in Artificial Intelligence and its practical application in business. You should be comfortable using AI tools in your daily work and able to demonstrate how you integrate them into your workflow.
• Knowledge of ITIL Service Management, including IT Service Support, Service Delivery and continuous service improvement methodologies. Relevant ITIL certification is required in line with the applicable standards.
• Experience working in complex, multicultural and matrix-managed environments, coordinating different teams and stakeholders.
• Strong communication, organisational and problem-solving skills, with the ability to analyse complex situations and propose effective solutions.
• Experience coaching or guiding teams, managing escalations and working under pressure.
• Advanced English (C1 level), with excellent communication skills.

What do we offer?

• Salary commensurate with experience (55-60K)
• Hybrid working model: 3 days in the office and 2 days working remotely.
• Flexible working hours, with a standard schedule of 9:00 a.m. to 6:00 p.m.
• Private Medical Insurance included.
• Training Voucher to develop your professional skills in areas of your interest.
• Flexible Remuneration Plan applicable to health insurance, meal vouchers, transport, childcare, and training.
• Fitness & Sports Pass app access with discounts for gyms and sports activities across Spain.
• And many other corporate benefits!

Join the Oxigent team!

We are committed to sustainability, equal opportunity, and fostering talent in a diverse, technology-driven environment.