Enterprise CSM - Fully Remote (Aviation SaaS)

Portside; Raleigh (NC); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Fully remote work

Generous time off policy

Health, dental, and vision insurance

Professional development

Dynamic, fast-growing environment

Job summary

Portside is seeking an experienced Enterprise Customer Success Manager to own a portfolio of large, enterprise aviation accounts. You will guide customers from onboarding through renewal and expansion, delivering measurable value and durable executive relationships.

This role partners with Sales, onboarding, Renewal Specialists, Product, and Marketing to execute a consistent, high-touch engagement model at enterprise scale.

Qualifications

• 5+ years in SaaS Customer Success or enterprise account management.
• Experience with multi-phase engagement playbooks across onboarding, adoption, renewal, and expansion.
• Strong executive presence with senior and C-suite stakeholders.
• Ability to manage structured cadences across a portfolio of complex accounts.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Own end-to-end journey for enterprise accounts across onboarding, cadence, training, renewal, and expansion.
• Lead external kickoff meeting and guide customers through onboarding motion.
• Build and maintain a custom success plan for each account.
• Run bi-annual or quarterly success reviews and monthly/bi-monthly operational reviews.
• Deliver up to 8 hours of annual training per account via live sessions and campaigns.
• Coordinate renewal cadence with Renewal Specialist and mitigate renewal risk.
• Identify expansion signals and hand opportunities to Account Executives.
• Leverage digital success layer for QBRs, prompts, and journey triggers.
• Track usage, health scores, and account analytics to identify at-risk accounts.
• Serve as primary contact and executive relationship owner for assigned accounts.
• Partner with Product/Engineering to relay feedback and influence roadmap.
• Facilitate customer advocacy and collect references/case studies.
• Maintain accurate CRM data and engagement history.

Skills

SaaS Customer Success

Executive presence

Account management

Multi-phase engagement

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

CRM platforms

Reporting analytics tools

Job description

Portside is seeking an experienced Enterprise Customer Success Manager to own a portfolio of large, enterprise aviation accounts. You will guide customers from onboarding through renewal and expansion, delivering measurable value and durable executive relationships.

This role partners with Sales, onboarding, Renewal Specialists, Product, and Marketing to execute a consistent, high-touch engagement model at enterprise scale.