Customer Success Manager

Pilotbase; Overland Park (KS); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Short-Term Disability

Life Insurance

401(k) plan

Equity Appreciation Plan

Flexible Time Off

7 holidays + 2 floating holidays

2 wellness days

Employee Assistance Program

Professional Development Stipend

Home Office Stipend

Job summary

Pilotbase is expanding its Pilot Experience Solutions and seeks a Customer Success Manager to partner with customers, drive value from our platform, and learn to identify opportunities for growth.

In Overland Park, KS, you will manage a portfolio, advocate for customer needs across internal teams, promote best practices, and help expand product usage and ARR across aviation training organizations.

Qualifications

• 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.

Responsibilities

• 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 churn.

Skills

Relationship building

Customer success management

Communication skills

Organizational skills

Flight industry 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 schoolsand tens of thousands of pilots through and beyond training each year.We are expanding our Pilot Experience Solutions, a connected system that brings togetherflight schools, pilots, and industry partners into a single, data-driven network. This next phaseof 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
• 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. If you're excited about this role, we'd love a chance to review your resume. 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 https://www.e-verify.gov/about-e-verify for more information.

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

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Pilotbase’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.