Remote Aviation SaaS Customer Success Manager

Rippling; Nashville (TN); Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Fully remote work

Generous time off policy

Health, dental, and vision insurance

Professional development and career‑or

Dynamic, collaborative, fast-growing环境

Job summary

Portside is hiring a Customer Success Manager to own a mid‑market book in a fully remote role. You will design automated onboarding, manage renewal and expansion, and lead health reviews using usage data.

Collaboration with Sales, Product, Marketing, and Support is essential to protect renewals and drive successful outcomes. The ideal candidate has 5+ years in a tech-enabled CS model, strong data-driven decision making, and comfort running trainings and webinars.

Qualifications

• 5+ years in a customer-facing role at a SaaS company
• Experience using technology and automation to extend reach and efficiency
• Strong people skills with a track record of handling escalations
• Strong analytical skills to interpret usage data and health signals
• Excellent communication and relationship-building, comfortable leading trainings
• Bachelor's degree or equivalent practical experience
• Commercial experience (upsell/cross-sell) a strong plus
• Experience with AI-powered CS tools a strong plus
• Experience in aviation, aerospace, or adjacent industry a strong plus

Responsibilities

• Onboarding: manage digitally led onboarding with automated hand-off from Sales
• Cadence: maintain auto-tracked success plans and quarterly reviews
• Health and risk: lead signal-driven health reviews to spot at-risk accounts
• Training: run quarterly trainings and keep knowledge base updated
• Renewal: oversee automated renewal outreach and resolve issues
• Expansion: manage lifecycle campaigns and pass qualified opportunities to Sales
• Digital adoption: deliver prescriptive adoption journeys and flag friction points
• Voice of customer: contribute to VOC programs and identify testimonials
• Escalations and product expertise: handle escalations with strong judgment

Skills

Customer Success

SaaS

Data-driven

Communication

Problem-solving

Education

Bachelor's degree or equivalent

Tools

AI-powered CS tools

CRM tools

Job description

Portside is hiring a Customer Success Manager to own a mid‑market book in a fully remote role. You will design automated onboarding, manage renewal and expansion, and lead health reviews using usage data.

Collaboration with Sales, Product, Marketing, and Support is essential to protect renewals and drive successful outcomes. The ideal candidate has 5+ years in a tech-enabled CS model, strong data-driven decision making, and comfort running trainings and webinars.