Remote AI-Driven CSM for Mid-Market SaaS

Portside; Austin (TX); Remoto; USD 110.000 - 150.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote work

Competitive base salary

Generous time off policy

Health, dental, and vision insurance

Professional development

Descrizione del lavoro

Portside, a cloud‑based software provider for the global aviation industry, is seeking a Customer Success Manager to own a mid‑market book with a digitally led onboarding, cadence, renewal, and expansion strategy.

You will collaborate with Sales, Product, Marketing, and Support, using health and usage data to prioritize touchpoints and resolve escalations. A proven track record in tech‑enabled CS and data‑driven decisions is required.

Competenze

• 5+ years in a customer-facing SaaS role.
• Experience managing a mid-market book in a scaled, tech-enabled CS model.
• Ability to analyze usage data and health signals to prioritize interventions.
• Excellent communication and relationship-building skills.
• Bachelor's degree or equivalent practical experience.

Mansioni

• Oversee digital onboarding with automated hand-offs from Sales and milestone checks.
• Maintain auto-tracked success plans and quarterly business reviews.
• Lead signal-driven health reviews to spot-at-risk accounts early.
• Run quarterly group trainings and webinars; maintain knowledge base.
• Oversee automated renewal outreach and protect renewals with Sales.
• Manage automated lifecycle campaigns and qualify opportunities for Sales.
• Deliver prescriptive adoption journeys and flag friction to Product.
• Contribute to voice-of-customer programs and identify testimonials and referrals.
• Handle escalations with judgment and Portside product knowledge.

Descrizione del lavoro

Portside, a cloud‑based software provider for the global aviation industry, is seeking a Customer Success Manager to own a mid‑market book with a digitally led onboarding, cadence, renewal, and expansion strategy.

You will collaborate with Sales, Product, Marketing, and Support, using health and usage data to prioritize touchpoints and resolve escalations. A proven track record in tech‑enabled CS and data‑driven decisions is required.