Customer Success Manager

Pilotbase; Oregon; Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Short-Term

Life Insurance

401(k) plan

Equity Appreciation Plan

Flexible Time Off

Company-wide holidays

Wellness days

Employee Assistance Program

Professional Development Stipend

Home Office Stipend

Job summary

Pilotbase is hiring a Customer Success Manager to partner with our growing flight training ecosystem. You will manage a portfolio of customers, drive value from our software, and help expand revenue within existing accounts while learning to identify growth opportunities.

Under supervision, you will collaborate with internal teams, promote best practices, ensure smooth delivery, and focus on customer retention, advocacy, and growth across the portfolio. Travel up to 25% may be required.

Qualifications

• Bachelor's degree in business or related field.
• Strong relationship-building and communication skills.
• Experience in customer success management.
• Familiarity with HubSpot, Pendo, PowerBI and Google Suite.
• Aviation knowledge is a plus.

Responsibilities

• Manage a portfolio of customer accounts.
• Understand customers' objectives and deliver ROI.
• Review accounts for migration to annual contracts.
• Help customers adopt best practices within our software.
• Mitigate risk to avoid churn.
• Build relationships and identify growth opportunities across the lifecycle.

Skills

Relationship building

Communication

Organizational skills

Customer success experience

HubSpot

Pendo

Power BI

Google Suite

Positive attitude

Aviation terminology knowledge

Education

Bachelor's Degree in business or related field

Tools

HubSpot

Pendo

PowerBI

Google Suite

Job description

Pilotbase powers the world's flight training ecosystem, supporting over 1,400 flight schools and tens of thousands of pilots through and beyond training each year. We are expanding our Pilot Experience Solutions, a connected system that brings together flight schools, pilots, and industry partners into a single, data-driven network. This next phase of growth is focused on expanding within our existing customer base, reaching pilots directly, and creating new revenue streams across the ecosystem.

The Pilotbase Customer Success Manager will act as a supportive point of contact and advocate for our customers. This role will engage with an assigned customer portfolio under supervision, helping customers realize value from our products and solutions while learning to identify opportunities for growth. Working closely with senior staff, the CSM will facilitate communication between customers and internal teams to ensure smooth delivery of solutions that meet customer needs. The primary focus of this role is to develop skills in identifying customer needs, communicating effectively, and contributing to a great customer experience.

Role Overview and Responsibilities

Customer Retention

• Manage a portfolio of customer accounts
• Understand customers' business objectives and deliver valuable ROI
• Review of customer accounts for migration from a month-to-month model to annual contracts
• Help customers adopt best practices within our software to solve their challenges
• Mitigate risk with accounts to avoid them churning out

Customer Advocacy

• Regular proactive communication with customers using one-to-many methods
• Advocate for customer training to increase product utilization
• Work cross-functionally with all teams at FSP to advocate for customers' needs
• Uncover new best practices, use cases, success stories, and lessons from customers

Customer Growth

• Build meaningful relationships with customers throughout the customer lifecycle journey
• Identify growth opportunities in the portfolio of customer accounts and execute on an established target list
• Generate a Customer Success Qualified Leads pipeline for the established targeted list
• Ensure growth of MRR in individual portfolio
• Expand product use to new teams within current companies

Required/Desired Experience

• Bachelor's Degree in business or related field
• A zeal for building relationships and helping people
• Solid organizational and planning skills
• Good communication skills, both written and oral
• Experience in customer success management
• Some experience with HubSpot, Pendo, PowerBI and Google Suite
• A positive attitude and a desire to be part of a motivated group doing big things
• Experience in the Flight training industry and knowledge of aviation terminology is a plus

Benefits

• Full benefits package (Medical, Dental, Vision, Short-Term Disability, Life Insurance, 401(k) plan)
• Equity Appreciation Plan
• Flexible Time Off policy
• Seven (7) company-wide paid holidays + two (2) floating holidays
• Two (2) wellness days
• Employee Assistance Program
• Professional Development Stipend
• Home Office Stipend

Compensation

The salary range for this role has been established at $70,000 - $80,000 annually. The final agreed-upon compensation is based on a number of factors, including but not limited to: individual education, qualifications, skills, prior work experience, competencies, and geographic work location. The above salary range represents the Company's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Travel Requirements

Occasional business travel may be required, up to 25%.

Deadline for Applications

The company will accept ongoing applications until the role is filled. There is no deadline to apply for this position.

Pilotbase is an equal opportunity employer and encourages all qualified individuals to apply.

We value a diverse and inclusive work environment and look for passionate people who are ready to do great things.

If there is a required or preferred location for an open role, it will be listed in the job description.

All applicants for employment must be legally authorized to work in the United States. Pilotbase does not provide work visa sponsorship at this time.

This employer participates in the Electronic Employment Verification Program. Please visit about-e-verify for more information.

Pilotbase welcomes all direct applicants, but does not utilize recruiting services from external agencies.