Charter Broker Success 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

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.