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Portside is a leading cloud-based software platform serving the global aviation industry, powering operations across business aviation, regional airlines, and aircraft leasing & finance for over 1,000 organizations. Backed by Vista Equity Partners and Insight Partners, the company is in a growth phase, expanding its platform with AI-driven innovation.
You will own a large portfolio of small and medium-sized business (SMB) accounts through a high-volume, tech-enabled customer success motion. Rather than driving every touchpoint personally, you will manage and continuously improve automated, self-serve processes for onboarding, cadence, support, renewal, and expansion. You will step in personally where accounts need attention—such as inactivity triggers, escalations, or renewal risk—using strong judgment and interpersonal skills.
Key responsibilities include:
- Manage and continuously improve the end-to-end customer journey (onboarding, cadence, support, renewal, expansion) for your book of business
- Handle escalations across your portfolio, using strong judgment and people skills to resolve issues and protect relationships
- Track customer health, usage, and engagement data to identify where automated processes work and where personal touch is needed
- Maintain deep product knowledge to advise customers and troubleshoot escalated issues
- Oversee automated, persona-based onboarding journeys, stepping in when customers trigger no-activity alerts (e.g., day 14 with no activity)
- Maintain templated success plans and oversee automated bi-annual account reviews, email nurture campaigns, and video product tours
- Monitor AI and self-serve support channels (chatbot, release communications, trigger-based outreach) and escalate issues that self-serve cannot resolve
- Oversee automated renewal outreach and take ownership of accounts escalating to the pooled CSM queue
- Monitor in-app upgrade prompts and product-led expansion performance, flagging trends to Product and Sales
- Encourage customer participation in Portside's community for peer learning and advocacy identification
- Identify customers for testimonials, case studies, referrals, and community advocacy
You will partner closely with Sales, Product, Marketing, and Support to keep automated journeys running smoothly and identify where processes need human intervention.
REQUIREMENTS:
- At least 5 years in a customer-facing role, including B2B SaaS experience
- SaaS experience required
- Demonstrated experience using technology and automation to increase reach and efficiency across a large book of business (100+ accounts)
- Strong people skills with a track record of effectively handling and resolving customer escalations
- Strong analytical skills to interpret usage data and health metrics
- Excellent communication, relationship-building, and problem-solving skills
- Bachelor's degree or equivalent practical experience
- Strong plus: Commercial experience (upsell, cross-sell, or quota-carrying)
- Strong plus: Experience with AI-powered Customer Success tools
- Strong plus: Experience in aviation, aerospace, or adjacent industry, or genuine passion for aviation
