Customer Success Manager

About Portside, Inc.

Portside is a leading provider of modern software solutions for the global aviation industry. As a fast-growing SaaS company, we operate across three key verticals: business aviation, regional commercial aviation, and aircraft leasing & finance. With nearly 300 team members spread across five continents, we support over 1,000 enterprise customers, helping them streamline and manage all aspects of their day-to-day operations.

LeaseWorks, a member of the Portside family, offers cloud-based asset management, customer relationship management, and other software solutions designed to help airlines and aircraft lessors save time, reduce costs, optimize revenue, and manage risk.

Job Summary

As a Customer Success Manager, you will play a key role in building and maintaining strong, long-term customer relationships while ensuring customer satisfaction and driving success. Your focus will be on streamlining processes related to fleet acquisition, financing, leasing, and disposal. This role involves collaborating closely with lessors and airline customers to understand their needs, lead implementations, anticipate gaps, and support product management in addressing those gaps. Additionally, you will work closely with our software engineering team to enhance product functionality and overall customer experience.

You will have the flexibility to work 8am-5pm CET/9am-6pm CET/10am-7pm CET.

Key Responsibilities 

• Maintain a deep understanding of the company's products and underlying technology (salesforce.com platform) to effectively advise and educate customers on how to best leverage the features of the platform.
• Develop and maintain strong relationships with the assigned customers, serving as the main point of contact for any questions, issues, or requests.
• Continuously monitor customer usage and engagement to identify potential issues or opportunities for upselling and expansion of services.
• Provide training and guidance to ensure a smooth and successful onboarding experience.
• Address and resolve customer concerns or problems in a timely and effective manner, working closely with cross-functional teams when necessary.
• Gather feedback from customers and relay it to relevant departments within the company to drive product enhancements.
• Provide regular reports and updates on customer health, satisfaction, and progress towards their goals to internal stakeholders.

Qualifications

• A minimum of 2 years of experience in a customer-facing role.
• Salesforce technical experience is a requirement:
• • Basic administration (users, profiles, permission sets, audit tracking, etc.)
  • Custom objects/fields creation, configuration, and maintenance
  • UI configuration (list views, lightning pages, page/compact layouts, profile assignments, etc.)
  • Standard reports & dashboards (bonus for CRMA experience)
  • Validations and custom logic via Flows (bonus)
• A high level of motivation, a deep passion for aviation, and a strong interest in technology.
• Bachelor’s degree or equivalent work experience.

• Competitive base salary
• Fully remote work
• Generous time off policy
• Opportunities for professional development and career advancement.
• Dynamic, collaborative, and fast-growing work environment.