Customer Success Manager, Enterprise
Role Overview
Own a portfolio of large enterprise aviation accounts and guide customers from onboarding through ongoing success, renewal, and expansion.
Partner with Sales, onboarding, Renewal Specialists, Product, and Marketing to deliver a high-touch engagement model and measurable customer value.
Key Skills for This Role
Full Job Posting
About Portside
Portside provides cloud-based software for the global aviation industry, serving business aviation, regional airlines, and aircraft leasing and finance organizations.
The company says its platform supports more than 1,000 aviation organizations and is investing in platform expansion and AI-driven innovation.
Role summary
Own a portfolio of large enterprise aviation accounts and guide customers from onboarding through ongoing success, renewal, and expansion.
Partner with Sales, onboarding, Renewal Specialists, Product, and Marketing to deliver a high-touch engagement model and measurable customer value.
Key responsibilities
- Own enterprise customer journeys across onboarding, cadence, training, reporting, renewal, and expansion; lead kickoffs and create account success plans.
- Run quarterly or biannual success reviews and monthly or bimonthly operational reviews, tailored to account complexity and risk.
- Deliver up to 8 hours of annual training per account through live sessions, webinars, and adoption campaigns.
- Coordinate a 180-day renewal outreach cadence with a Renewal Specialist, supporting forecasting and risk mitigation.
- Identify expansion signals for Account Executives and use in-app prompts to reinforce product-led expansion.
- Use digital success tools for automated QBRs, workflow recommendations, release briefings, and data-triggered journeys.
- Track usage, health scores, and account analytics; serve as the primary contact and executive relationship owner.
- Share feedback with Product and Engineering, support advocacy through references and case studies, maintain account records, and represent Portside at events as needed.
Qualifications
- Have 5+ years of SaaS experience in Customer Success, Account Management, or a related enterprise customer-facing role, including ownership of strategic or enterprise accounts.
- Demonstrate success with a multi-phase enterprise engagement model covering onboarding, adoption, renewal, and expansion.
- Have executive presence and experience with senior and C-suite relationships and structured portfolio review cadences.
- Have cross-functional account partnership experience and technical aptitude with CRM, customer success platforms, reporting, analytics, and data-driven health scoring.
- Bring excellent communication, executive presentation, consultative problem-solving, and process discipline.
- Have a bachelor's degree or equivalent practical experience.
What Portside offers
- Competitive base salary, generous time off, and health, dental, and vision insurance.
- Professional development and career advancement opportunities in a dynamic, collaborative, fast-growing environment.
Workplace
- The position is fully remote.
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