SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Surf Air Mobility is transforming air mobility through innovative aviation technology, advanced software solutions, and electrification. As a Customer Success Manager, you will own the end-to-end client relationship for a portfolio of SurfOS accounts across operators, brokers, aircraft owners, and OEMs.
You will serve as the primary point of contact for client leadership on implementation status and adoption, and act as the primary source of requirements and configuration decisions for Surf Air Mobility's internal engineering and Palantir teams. This role carries real influence over release scope and sequencing, with accountability to both clients and internal teams.
Key Responsibilities:
Account Management: Own the client relationship from contract signature through go-live and into steady state. Run the operating rhythm with weekly working sessions, program channels, and periodic business reviews. Maintain a single source of truth for each account. Drive adoption after launch by tracking usage, identifying stalled teams, and addressing root causes. Identify expansion opportunities and work with sales on renewals. Escalate risks early with mitigation plans attached. Communicate appropriately to different audiences: executive summaries for sponsors, working detail for department leads, clean requirements for engineering.
Implementation and Onboarding: Lead discovery with the client's operations, scheduling, maintenance, sales, and finance teams to understand how the business actually runs. Translate workflows into platform configuration decisions around objects, ontology, roles, permissions, and terminology mapping. Write clear requirements with acceptance criteria that explain the reasoning behind requests. Own the client backlog in Jira, including prioritization and scope trade-off conversations. Define what the platform replaces and coordinate data migration with engineering and Palantir Foundry teams. Design and deliver workflow-based training, build reference materials, run UAT, and stand up hypercare at go-live.
This role carries technical decision-making authority. You will determine how the platform is configured for your accounts and are accountable for those decisions, though you will not write production code.
Qualifications:
- 3 to 5 years in customer success, account management, implementation, or technical program management at a B2B software company, with direct ownership of named client accounts
- Aviation background, ideally on the operations side, with working understanding of how charter operators, brokers, and aircraft owners run day to day: trip planning, crew duty and legality, maintenance status, dispatch, and same-day change management
- Experience carrying a client from contract signature through production go-live, not handing off after kickoff
- Technical fluency sufficient to read an API contract, reason about a data model, distinguish configuration problems from code problems, and work credibly with engineering teams
- Requirements writing that engineers can build from without follow-up meetings
- Sound judgment on scope: ability to separate what a client needs to go live from what can wait, while preserving the relationship
- Plain, direct communication in writing and in person, with executives and operational staff
- Willingness to travel 20% for onsites, training, and go-live support
Preferred Qualifications:
- Palantir Foundry experience, particularly ontology design, pipelines, or Workshop applications (training provided)
- Hands-on time in flight management, scheduling, or dispatch systems used by charter or fractional operators
- Familiarity with charter sourcing mechanics
- Charter brokerage experience
- Experience with maintenance tracking systems, crew scheduling, or Part 135 compliance and recordkeeping
- Working knowledge of Jira and Confluence or comparable backlog and documentation tools
- Experience with third-party system integrations across CRM, accounting, or payments
- Private pilot certificate, dispatcher certificate, or comparable operational aviation background
Must be at least 18 years old, authorized to work in the U.S., and able to pass a background check.
