Customer Success Manager

Pilotbase powers the world’s flight training ecosystem, supporting over 1,400 flight schools and tens of thousands of pilots through and beyond training each year. We are expanding our Pilot Experience Solutions, a connected system that brings together flight schools, pilots, and industry partners into a single, data-driven network. This next phase of growth is focused on expanding within our existing customer base, reaching pilots directly, and creating new revenue streams across the ecosystem.

The Pilotbase Customer Success Manager will act as a supportive point of contact and advocate for our customers. This role will engage with an assigned customer portfolio under supervision, helping customers realize value from our products and solutions while learning to identify opportunities for growth. Working closely with senior staff, the CSM will facilitate communication between customers and internal teams to ensure smooth delivery of solutions that meet customer needs. The primary focus of this role is to develop skills in identifying customer needs, communicating effectively, and contributing to a great customer experience.

Role Overview and Responsibilities:

Customer Retention

• Manage a portfolio of customer accounts
• Understand customers' business objectives and deliver valuable ROI
• Review of customer accounts for migration from a month-to-month model to annual contracts
• Help customers adopt best practices within our software to solve their challenges
• Mitigate risk with accounts to avoid them churning out

Customer Advocacy

• Regular proactive communication with customers using one-to-many methods
• Advocate for customer training to increase product utilization
• Work cross-functionally with all teams at FSP to advocate for customers’ needs
• Uncover new best practices, use cases, success stories, and lessons from customers

Customer Growth

• Build meaningful relationships with customers throughout the customer lifecycle journey
• Identify growth opportunities in the portfolio of customer accounts and execute on an established target list
• Generate a Customer Success Qualified Leads pipeline for the established targeted list
• Ensure growth of MRR in individual portfolio
• Expand product use to new teams within current companies

Required/Desired Experience:

• Bachelor's Degree in business or related field
• A zeal for building relationships and helping people
• Solid organizational and planning skills
• Good communication skills, both written and oral
• Experience in customer success management
• Some experience with HubSpot, Pendo, PowerBI and Google Suite.
• A positive attitude and a desire to be part of a motivated group doing big things
• Experience in the Flight training industry and knowledge of aviation terminology is a plus

Benefits:

• Full benefits package (Medical, Dental, Vision, Short-Term Disability, Life Insurance, 401(k) plan)
• Equity Appreciation Plan
• Flexible Time Off policy
• Seven (7) company-wide paid holidays + two (2) floating holidays
• Two (2) wellness days
• Employee Assistance Program
• Professional Development Stipend
• Home Office Stipend

Compensation:

The salary range for this role has been established at $70,000 - $80,000 annually. The final agreed-upon compensation is based on a number of factors, including but not limited to: individual education, qualifications, skills, prior work experience, competencies, and geographic work location. The above salary range represents the Company’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

Travel Requirements:

• Occasional business travel may be required, up to 25%.

Deadline for Applications:

• The company will accept ongoing applications until the role is filled. There is no deadline to apply for this position.

Pilotbase is an equal opportunity employer and encourages all qualified individuals to apply. If you're excited about this role, we'd love a chance to review your resume. We value a diverse and inclusive work environment and look for passionate people who are ready to do great things. If there is a required or preferred location for an open role, it will be listed in the job description. All applicants for employment must be legally authorized to work in the United States. Pilotbase does not provide work visa sponsorship at this time.

This employer participates in the Electronic Employment Verification Program. Please visit https://www.e-verify.gov/about-e-verify for more information.

Pilotbase welcomes all direct applicants, but does not utilize recruiting services from external agencies.