Location: Fully remote in the US (eastcoast hours)
As a Customer Success Manager at Avinode Group, you will be the trusted partner for a portfolio of our customers helping them drive measurable value from our products, find solutions, and achieve long-term success. You’ll work with various segments, from high-touch accounts to digitally managed longtail customers, adapting your engagement approach to meet their needs.
This is not a behind-the-scenes role, you must enjoy interacting with customers, building trust, and proactively reaching out even when it takes persistence. You’ll be responsible for managing account health, identifying risk and expansion opportunities, driving adoption, and supporting retention and advocacy across your book of business.
Responsibilities:
- Own the post-sale customer relationship: act as a strategic partner, advisor, and advocate for your accounts.
- Drive product adoption, user engagement, and business value across your portfolio.
- Proactively manage customer health and create action plans to mitigate churn risk.
- Use data to inform your customer strategy, including CHS, usage trends, and key milestones.
- Collaborate closely with Account Managers to support renewals and uncover expansion opportunities.
- Collaborate with cross-functional teams - including Onboarding, Product, Support, and Marketing - to ensure a seamless handover and customer experience from day one.
- Identify and communicate customer feedback internally to improve product and customer experience.
- Maintain accurate tracking of customer activities, interactions, and health data in CRM.
- Manage accounts across tiers, using a mix of high-touch engagement and digital success tactics.
- Educate customers on new features, product and roadmap updates, and best practices to help them achieve their goals.
You have:
- 2+ years of experience in Customer Success in a B2B SaaS environment.
- You thrive in customer-facing roles and know how to build trust, even when it takes effort.
- You’re resilient and not discouraged by a slow reply or a tough question.
- You have experience working with segmented customers, including longtail or digital-first success models.
- You understand and are comfortable working toward KPIs like Customer Health Score, retention, and churn mitigation.
- You’re highly organized, detail-oriented, and consistent with CRM and task management.
- You’re a team player who communicates well and collaborates across departments to solve customer challenges.
- Experience with Customer Success software (e.g., ChurnZero, Gainsight, Totango) is a plus.
- Familiarity with the aviation or FinTech industry is a bonus but not required.
- Able to role model core Avinode Group values.
- You are comfortable working remotely and open to occasional travel (4–6 times per year) for team gatherings, customer meetings, or events.
What do we offer you?
- This role is a chance to drive change across the business aviation industry. Driving change does not happen by accident.
- We are passionate about our work and proud of our high engagement, creativity, and curious culture. But don't worry—we like to laugh and have fun.
- We are a fully remote company. You decide where and how you work. We want you to love what you do, but we know we all need to live, so we provide a competitive salary and a set of benefits
In this recruitment we are collaborating with Talent Acquisition team at CAMP Systems. Click on the Apply button and you will be redirected to the CAMP job application.
