Customer Success Manager

About Portside, Inc.

Portside is a leading provider of cloud-based software solutions for the global aviation industry. Our platform powers critical operations across business aviation, regional airlines, and aircraft leasing & finance, helping over 1,000 aviation organizations streamline operations, improve decision-making, and operate more efficiently.

Backed by leading technology investors Vista Equity Partners and Insight Partners, Portside is entering an exciting phase of growth. We are expanding our platform, investing in AI-driven innovation, and building a global team focused on shaping the future of aviation technology.

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.

What We Offer

• Work with global enterprise customers in a unique and growing industry
• Be part of a fast-scaling SaaS company with strong product-market fit
• Fully remote and collaborative work environment
• Opportunities to grow into senior customer success or product roles
• Competitive salary, benefits and generous time off

Portside is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.