Account Manager

Goodwin Company; Northern (KY); Hybrid; USD 75,000 - 105,000; Full time

Job summary

Goodwin Company is seeking a dedicated Customer Success Manager to own the health and growth of a portfolio of charter brokers on the Goodwin platform. You will drive onboarding, ensure accurate configuration, train users, and foster confident platform adoption over time.

You will analyze trips, revenue, and trends, identify adoption risks, and work with internal teams to improve outcomes. This role requires travel once a month and strong collaboration with brokers.

Qualifications

• 5+ years of experience with a Part 135 charter operator.
• Experience quoting charter flights and working with brokers.
• Willing to travel once a month, typically 2–3 days.
• Experience using customer data, usage trends, and business metrics to understand account performance.
• Investigate anomalies and avoid making assumptions.
• Able to manage complex customer relationships with trust and follow-through.
• Capable of creating structure in undefined processes.
• Learned a complex product, industry, or workflow and become a trusted resource.
• Authorized to work in the United States without employer sponsorship.

Responsibilities

• Own the health, growth, and satisfaction of a portfolio of charter brokers on the Goodwin platform.
• Fully integrate into the charter brokerage community and build credibility across accounts.
• Lead onboarding for new brokerages with proper configuration, training, and adoption.
• Maintain accurate CRM data to give clear visibility into customer health and opportunities.
• Track broker performance, identify adoption changes, and explain drivers behind them.
• Surface risks, friction, or concerns to internal teams proactively.
• Surface momentum, wins, and best patterns from brokers.
• Travel monthly to meet brokers and gather firsthand feedback.

Skills

Account management

Customer success

Data analysis

CRM proficiency

Problem-solving

Tools

CRM software

Data analytics tools

Job description

As more brokers join Goodwin, we need someone who can ensure they become successful long-term customers. Success in this role means more than answering questions or running onboarding sessions. It means understanding how brokers use the platform, identifying where adoption is strong or weak, and helping customers get meaningful value from Goodwin over time. We're looking for someone who understands how great software companies manage customer relationships, drive adoption, and measure success. You'll work closely with charter brokers, learn the charter industry quickly, and become an expert in how successful brokerages run and use the platform. You'll join a team that already has deep charter aviation expertise. We're looking to add a complementary skill set: someone with strong account management, customer success, or technical account management experience who can bring operational rigor, customer insight, and a data-driven approach to customer growth.

• Own the health, growth, and satisfaction of a portfolio of charter brokers on the Goodwin platform.
• Fully integrate into the existing charter brokerage community and build credibility and trust across accounts.
• Lead onboarding for new brokerages, ensuring accounts are configured correctly, users are trained effectively, and brokers reach confident, consistent platform usage.
• Ensure broker platform adoption remains strong over time, not just at go-live.
• Develop and maintain a clear baseline view of every brokerage, including: trips per month, revenue per month, and trends over time.
• Track broker performance against expected platform adoption and business projections, identify meaningful changes in behavior, and clearly explain the drivers behind those changes.
• Identify risks, friction, or concerns for each brokerage and surface them proactively to internal teams.
• Surface positive momentum, wins, and successful patterns from brokers, not just problems.
• Maintain accurate CRM data that give the team clear visibility into customer health, activity, and opportunities.
• Recommend operational best practices that help brokers run more efficient, scalable charter businesses, informed by industry knowledge and real platform usage.
• Operate with full ownership and accountability, without needing day-to-day direction.
• Travel one a month to meet brokers in person, strengthen relationships, better understand their businesses, and gather firsthand feedback on how they're using the platform.

Job Requirements

Requirements

• 5+ years of experience working for a Part 135 charter operator
• Direct experience quoting charter flights and working closely with charter brokers.
• Availability to travel once a month, typically for 2-3 days at a time.
• Experience using customer data, usage trends, and business metrics to understand account performance and guide decisions.
• When something doesn't add up, your instinct is to investigate rather than make assumptions.
• You've managed complex customer relationships where trust, follow-through, and attention to detail mattered.
• You've worked in environments where not every process was defined and were comfortable creating structure where it was needed.
• You've learned a complex product, industry, or customer workflow and become a trusted resource for your customers.
• Authorization to work in the United States without employer sponsorship now or in the future.