Our Vision

FLYR Labs is focused on the relentless application of advanced and intuitive technologies that help transportation leaders unlock their ultimate potential. 

Starting with airlines, we provide the Cirrus Revenue Operating System™ that reshapes how travel and transportation businesses plan their commercial operation. We displace legacy data, forecasting, pricing, and reporting solutions with a single enterprise SaaS platform that leverages the latest advancements in deep learning, cloud computing, and user experience.

Our hyper-accurate contextual forecasts enable the most effective scheduling, marketing, and leadership decisions while directly managing the pricing for billions of dollars worth of product and revenue.

Flight itinerary

We’re looking to onboard a Head of Customer Success - Americas to join the FLYR crew - someone that is obsessed with making our customers successful. This person has a track record of exceptional people management experience, airline industry expertise, and a desire to build a best-in-market account management function. This role is responsible for growth in existing customer accounts, specifically retaining and expanding commercial growth and developing deep senior-level relationships within existing FLYR customer accounts in the Americas region (North & South America). 

In this crucial role, the Head of Customer Success will build the account management teams and processes to ensure a healthy long-term relationship with FLYR customers in the Americas region. This role partners closely with both customer leadership and internal teams to ensure FLYR’s major strategic initiatives are successful with this customer. 

The Head of Customer Success - Americas will report to FLYR’s VP of Growth.

What will your journey at FLYR look like: (Responsibilities)

• The Head of Customer Success - Americas is responsible for the commercial success of FLYR’s customer accounts including: account renewals, upsell, cross-sell, NPS, escalations and executive relationship management in FLYR’s customer accounts. As a coach/player, this position owns and executes assigned strategic account objectives and ensures customer needs’ and expectations are met.
• Lead the development of account management processes and support “writing the playbook” for account management at FLYR. Hire and manage a regional team of FLYR Account Managers/Site Leaders that will be dedicated to customer accounts in the region. Maintain open lines of communication with customers so FLYR can deliver our services reliably in the face of ongoing customer business and operational change. 
• Own the long-term contractual relations with customer accounts in the region and proactively manage escalation mitigation and follow through with contract negotiations. Develop a team with comprehensive customer understanding through account mapping of current systems, risks and opportunities. Ensure FLYR has a full understanding of the customer's organization, functions, and systems.
• Recognize customer change management challenges and operational pain points, and advocate for their needs to influence FLYR product direction. You will work closely with FLYR’s Product, Engineering, and Delivery functions and advocate for successful customer outcomes.
• Ensure customer stakeholders have awareness of new product capabilities and that end-users have access to FLYR’s product education offerings.
• This role will support the establishment and management of FLYR’s Customer Advisory Council that regularly contributes to product roadmap planning and shares best practice among the cohort
• Attend industry functions, trade shows and conferences to represent FLYR and provide feedback and information on the marketplace and emerging industry trends.
• The ideal candidate must gain a thorough knowledge of the market, the solutions/services FLYR provides, and develop a comprehensive understanding of the competitive landscape.

What you should pack for this trip: (Qualifications)

• 10+ years experience in account management/leadership or related field
• Strong executive presence; known for building relationships at multiple levels of organization, including with key influencers.
• Exceptional background team building, enabling, and managing high-performance teams.
• Experience in problem analysis and problem resolution at both a strategic and functional level.
• Unyielding integrity and high ethical standards that embody the fundamental values of FLYR.
• Ability to handle objections by clarifying, emphasizing common ground and working through challenges to a positive conclusion.
• Domain knowledge in airline commercial operations is strongly preferred.
• Comfortable with project management artifacts. Can interact with project managers to ensure alignment between FLYR and customer on project milestones.

Optional Carry-on: (Preferred Qualifications)

• Past career experience in airline commercial roles

In-flight Amenities: (Perks & Benefits)

• Equity in Series C startup with high growth potential
• Comprehensive healthcare plans (Choice of PPO & HMO available)
• Generous PTO policy and flexible working arrangements
• 401K with company match
• Free Breakfast/Lunch (in office)
• Uber Eats - $30/Monthly (Hybrid Employees)
• 100% Paid Parental Leave for 12 Weeks
• $300 Home office set-up stipend (one time)

Our Commitment to Equality

Here at FLYR, we’re committed to growing with intention, having our teams better reflect the world around us. We strive to create an environment of inclusion and even more importantly, belonging, where psychological safety, empathy, and human connection are at the center of our leadership principles. Not only does this enable us to create better products and have a better work environment, it’s good for the bottom line and it’s the right thing to do.

FLYR provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetics, marital or veteran status. In addition to federal law requirements, FLYR complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates.