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.