Location: Remote within the US. Personality over location.

Customer Success Manager

As a Customer Success Manager you will be responsible for managing relationships and driving value for Avinode Group members. You are responsible for ensuring that each member gets value from our products, with outcomes leading to retention and advocacy across your portfolio.

What you will do

• You are a strategic advisor, leading the relationship and engagement of our customers, while driving value with product optimization and user adoption.
• You are responsible for managing the customer health in product utilization, looking at various business analytics and identifying further adoption opportunities of the Avinode products.
• Act as the voice of the customer and partner with Account Manager, product and engineering teams to ensure customer feedback is heard.
• You continuously educate clients on industry trends, best practices and recommend relevant company products to help them achieve continued results to meet their business goals.
• You develop and maintain expertise and have knowledge on all the Avinode Group products.
• You identify customer churn risk and create recovery plans, working toward eliminating that risk.
• You communicate client needs internally, sharing process improvements, feedback, needs/issues to establish needed resources, and influence future roadmap enhancements.
• Collaborate closely with Account Managers to support renewals and expansion opportunities.
• You consistently log your activities & tasks and keep track of your cases in Avinode Group’s CRM system.

Who you are

• You have 2+ years of B2B SaaS account management or CSM experience, preferably within a technical product or complex industry.
• Experience in the aviation industry in charter sales and/or crew scheduling with knowledge of FAR regulations for 135 and 91 operators and/or experience in the FinTech industry is a plus.
• You enjoy creative problem solving to get the job done.
• You have a consistent track record of identifying customer needs and successfully implementing solutions.
• You have a passion for technology and for being a part of a fast-growing SaaS company
• A natural leader with a determination to innovate and create a great customer experience.
• You have a start-up mentality and enjoy creative problem solving to get the job done.
• You are detailed oriented and have a high level of accuracy.
• You are articulate and poised with a clear and concise spoken and written communication style.
• You take an active interest in opportunities to increase customer satisfaction and deepen customer relationships.
• You are flexible, adaptive, and resilient.
• Able to role model core Avinode Group values.
• You are comfortable in working from home, but also value the in-person interaction with colleagues when getting together.
• Occasional domestic travel.

How to apply

Sounds like a fit for you? To apply, please send your CV to our Team Lead Customer Success Manager Janet Fajardo [email protected]