Sr. Customer Success Manager

Flight Schedule Pro is the world's leading flight school management software, trusted by 1,300+ operators worldwide, including top flight training academies that produce pilots for major airlines like United, Delta, and British Airways. With 16,000+ instructors, 12,000+ aircraft, Flight Schedule Pro provides cutting-edge tools to optimize operations, enhance student retention, and drive revenue growth. Now part of the Flight Schedule Pro ecosystem, LogTen Pilot Logbook simplifies and perfects log management. Over 300,000 pilots have downloaded the LogTen App making it the most used, trusted, and awarded flight logging app ever created.

Flight Schedule Pro is seeking an engaging individual who can provide value to our customers through their ability to build relationships and leverage their product expertise. The Senior CSM will partner cross-functionally within FSP to drive product utilization, ensuring a positive customer experience. With a focus on retention, this person will own a book of business within Flight Schedule Pro's highly valued customer base.

The Senior Customer Success Manager serves as a trusted advisor and advocate for our customers. This role will proactively engage their customer portfolio to ensure they realize value from our current products and solutions while also being exposed to new products and solutions as they go-to-market, leading to both revenue retention and expansion revenue opportunities. This role will also liaise between end users and cross-functional internal teams, ensuring the timely and successful delivery of our solutions according to customer needs and improving the entire customer experience. A primary focus of this role is to identify needs, communicate effectively, and ultimately exceed client expectations.

Role Overview and Responsibilities:

Customer Retention

• Manage a portfolio of customer accounts
• Understand customers business objectives and deliver valuable ROI
• Work with Sales to facilitate a kickoff call for all new sales accounts
• Quarterly Business Reviews with customers
• Own the Renewal Process for customer contracts
• Help customers understand and manage their FSP subscription
• Help customers adopt best practices within our software to solve their challenges

Customer Advocacy

• Engage in regular proactive communication with customers
• Advocate for customer training to increase product utilization
• Work cross-functionally with all teams at FSP to advocate for customer's needs
• Uncover new best practices, use cases, success stories, and lessons from customers
• Be an expert in Customer Data

Customer Growth

• Build meaningful relationships with customers throughout the customer lifecycle journey
• Identify growth opportunities in the portfolio of customer accounts
• Ability to exceed expansion targets and grow NRR in individual portfolio
• Expand product use within current companies

Required/Desired Experience:

• Bachelor's Degree, preferably in business or related field
• 4+ years experience in a customer success or account management role, preferably within a software (Saas) or technology company
• Passionate about helping people and building relationships
• Solid organizational and planning skills
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive
• Experienced with CRM software and tools such as HubSpot, Pendo, PlanHat, etc.
• Customer-focused with a dedication to exceeding customer expectations
• Ability to work proactively and constructively in a fast-paced, collaborative team environment
• Knowledge of the Aviation industry and terminology preferred, but not required

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 $80,000 - $90,000 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.

Flight Schedule Pro 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. Flight Schedule Pro 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.

Flight Schedule Pro welcomes all direct applicants, but does not utilize recruiting services from external agencies.