Senior Customer Success Manager

About Volantio:

Volantio provides a SaaS product designed to enhance Revenue Management (RM) for airline teams. We are committed to driving meaningful impacts for our clients through innovative solutions and exceptional customer support.

Role Overview:

The Senior Customer Success Manager (SCSM) at Volantio is a pivotal role focused on ensuring our airline customers achieve their RM goals using our product. The SCSM will build and maintain strong relationships, drive metric-based success, and provide tailored support to optimize product usage.

Key Responsibilities:

1. Customer Engagement and Relationship Building

• Build and maintain strong relationships with RM teams, product users, and key decision-makers.
• Identify internal champions and develop strategies to convert non-enthusiasts into advocates.
• Engage with indirect stakeholders, such as Marketing and Operations departments.

2. Subject Matter Expertise

• Immerse in customers' day-to-day operations to understand product usage and RM decision-making processes.
• Provide tailored advice and best practices to optimize the use of Volantio's product.

3. Metric-Driven Success Management

• Establish shared goals with customers, setting baselines and KPIs for product performance.
• Execute collaborative experiments and optimization efforts.
• Regularly review and analyze performance data to identify areas of improvement.

4. Reporting and Communication

• Create monthly readouts for internal and external teams, celebrating wins and highlighting opportunities.
• Maintain transparency and clear communication regarding customer requests and product updates.

5. Upsell and Product Advocacy

• Identify upsell opportunities aligned with customer goals.
• Advocate for customer needs within Volantio, identifying product gaps and suggesting improvements.

Requirements

• Fluency in English (required)
• Ability to travel to and work from customer locations
• Proven experience in a Customer Success organization
• Strong communication and relationship-building skills
• Expertise in RM practices and decision-making processes
• Ability to analyze data and derive actionable insights

Benefits

• Competitive salary package
• Unlimited PTO
• Opportunities for professional growth and development
• A dynamic and collaborative work environment
• The chance to make a significant impact on the success of our airline customers