Customer Success Manager - Airlines

Xeneta

Greater London

Hybrid

GBP 55,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Flexible working hours

Generous vacation plan

Individual education budget

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Job summary

A growing technology company in Greater London is looking for a Customer Success Manager to oversee cargo airline accounts and drive customer success. This role involves leading customer lifecycle management, analyzing performance metrics, and collaborating with cross-functional teams. The ideal candidate has a customer-focused mindset along with experience in B2B SaaS, preferably in the aviation sector. Join a dynamic team and make an impact in a rapidly changing industry with flexible working hours and a focus on work-life balance.

Qualifications

3+ years of experience with B2B SaaS products and customer lifecycle.
Experience in the airline or freight industry is a plus.
Fluent English skills are required.
Customer-obsessed mindset with emphasis on end-to-end journey.
Able to collaborate with marketing, sales, product for seamless CX.

Responsibilities

Manage a portfolio of cargo airline accounts for customer success.
Implement metrics to monitor territory performance.
Conduct business reviews to identify growth opportunities.
Conduct business reviews to identify growth opportunities.
Drive retention and growth by understanding customer needs.

Skills

Customer-obsessed mindset

Negotiation skills

Strong interpersonal skills

Problem-solving skills

Technical integration ability

Excellent communication

English proficiency

Problem-solving

Interpersonal skills

Self-starter

Tools

Salesforce

Job description

Xeneta Greater London, England, United Kingdom

As a Xeneta Customer Success Manager your objective is to manage a portfolio of assigned cargo airline accounts and drive customer success and revenue in that territory to meet the company’s vision and ambitious global expansion objectives. The true value of the CSM comes from delivering unforgettable experiences with customers, creating partnerships ultimately, leading to customers for life, i.e., revenue growth.

What you will be doing

Lead the lifecycle management of assigned cargo airlines accounts and ensure timely renewals.
Continuously work with data and other internal tools, define and implement metrics to monitor your territory performance and take action accordingly to manage at‑risk accounts and develop advocates.
Review and report on usage, adoption and customer health metrics.
Conduct continuous business/account reviews to share positive outcomes and identify growth opportunities.
Drive retention and growth among our cargo airline customers by understanding their business needs and helping them succeed.
Provide ongoing training and best practices to customers.
Work cross‑functionally with marketing, sales, product management to ensure the best Xeneta experience is delivered to the customer.
Identify and implement customer success projects or programs that interest you.

What we are looking for

Professional experience and skills:

Experience working with customers and the entire customer lifecycle as a CSM, preferably with a B2B SaaS product.
Understand the DNA of what makes a cargo airline customer tick from 3+ years of experience at an airline or freight forwarder with a focus on air.
Good negotiation skills and not afraid to take risks.
Customer‑obsessed mind‑set and strong appreciation for entire customer journey.
Ability to connect with other functions in the business, like marketing, sales, product, to create a seamless end‑to‑end customer experience.
Experience working with Salesforce is a plus.
Excellent English skills, written and verbal.
Creative and resourceful, especially when it comes to problem‑solving skills.
Ability to learn and quickly integrate new – often technical – information.
Ability to work in a diverse and flexible culture with a global outlook.
Self‑starter & adaptable: thrives in a dynamic, fast‑paced environment, with a ‘willing to go the extra mile’ and ‘get it done’ mentality.
Superb interpersonal skills, including the ability to quickly build rapport and collaborate with colleagues, customers and strategic partners.
Excellent communication skills, able to communicate confidently, pleasantly and concisely.

What we offer

You will be part of a growing company that is currently redefining a multi‑million‑dollar industry through a period of unprecedented upheaval. Your work will have significant impact on this.
We will help you grow your career. We help you identify areas of growth for you, whether you want to grow as a specialist in your field or eventually want to go into a leadership/management role.
We have a transparent and open work environment where everyone is empowered to make an impact and encouraged to voice their ideas.
You will receive an individual education budget and can educate yourself during work hours: you can spend several hours each month attending courses, reading books or getting involved in communities.
Keeping true to our value, “Xeneta is one,” we regularly organize social events, including Friday after‑work socials, board game nights, weekly quizzes and a yearly global company trip.
You will enjoy our generous vacation plan: 5‑10 extra paid days off around public holidays throughout the year on top of your paid vacation.
We have flexible working hours that give you the opportunity to decide your own working time.
We value work‑life balance and want to make sure you can spend quality time with your family or enjoy your hobbies when your workday is over.
You will receive stock options in Xeneta as part of your compensation package.

Xeneta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Apply and we will be in touch!

About Xeneta

At Xeneta, we have been on a mission to transform the ocean and air freight markets since 2012. We are doing this by building a data platform that provides intelligence to the very opaque industry of buying and selling containerized freight. Now, Xeneta is the leading freight rate benchmarking and market analytics platform—creating transparency and empowering our customers to make data‑driven decisions.

Our customers include big brands such as Kuehne+Nagel, Coca‑Cola Company, Unilever, Pfizer, Flexport, L’Oréal, Nestlé, and Volvo.

Headquartered in Oslo, with offices in Hamburg, London and Jersey City and employees from over 60 different countries, we are a truly international company that celebrates diversity. We’re growing at a fast pace, helped in part by our latest investment round where APAX Digital invested $80M, and we are continuously searching for top talent and partners to join us on our mission.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function