Remote Customer Success Manager - Mid-Market SaaS

Portside, Inc.; Nashville (TN); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Fully remote work

Generous time off policy

Health, dental, and vision insurance

Career development

Dynamic, collaborative environment

Job summary

Portside, Inc. is seeking a Customer Success Manager to own a mid-market book with a digitally led motion. You will design and optimize automated onboarding, cadence, renewal, and expansion journeys, stepping in personally for at-risk accounts to protect renewals and growth.

You will collaborate with Sales, Product, Marketing, and Support, using data to prioritize where to apply your time and resources. The role emphasizes strong analytics, automation, and customer advocacy in aviation software.

Qualifications

• 5+ years in a customer-facing SaaS role managing a mid-market book
• Experience using technology and automation to extend reach and efficiency
• Strong people skills with a track record of resolving customer escalations
• Strong analytical skills, able to interpret usage data and health signals
• Excellent communication, relationship-building, and problem-solving skills
• Bachelor's degree or equivalent practical experience
• Commercial experience (upsell/cross-sell) would be a strong plus
• Experience with aviation/aerospace or adjacent industry would be a strong plus

Responsibilities

• Onboarding: oversee automated onboarding and hand-off from Sales; intervene when milestones are missed
• Cadence: manage auto-tracked success plans and quarterly business reviews
• Health and risk: lead signal-driven health reviews using usage and support data
• Training: run quarterly trainings and maintain training library
• Renewal: manage automated renewal outreach and escalate as needed
• Expansion: run 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 testimonial candidates
• Escalations and product expertise: handle portfolio escalations with judgment and Portside product knowledge

Skills

SaaS Customer Success

Mid-market management

Automation

Data analysis

Communication

Education

Bachelor's degree

Tools

AI-powered CS tools

Job description

Portside, Inc. is seeking a Customer Success Manager to own a mid-market book with a digitally led motion. You will design and optimize automated onboarding, cadence, renewal, and expansion journeys, stepping in personally for at-risk accounts to protect renewals and growth.

You will collaborate with Sales, Product, Marketing, and Support, using data to prioritize where to apply your time and resources. The role emphasizes strong analytics, automation, and customer advocacy in aviation software.