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Portside is a cloud-based software platform serving the global aviation industry, powering operations for over 1,000 aviation organizations including business aviation, regional airlines, and aircraft leasing & finance firms. The company is backed by Vista Equity Partners and Insight Partners and is in a growth phase, investing in AI-driven innovation.
You will own the end-to-end customer journey for a portfolio of large enterprise aviation accounts. This is a high-touch, relationship-driven role where you will guide customers through a structured engagement model spanning onboarding, adoption, success reviews, training, renewal, and expansion.
Key responsibilities include:
- Owning the complete customer lifecycle from structured sales hand-off through onboarding kickoff, success planning, and ongoing engagement
- Running bi-annual/quarterly success reviews and monthly/bi-monthly operational reviews tailored to account complexity and risk
- Delivering up to 8 hours of annual training per account via live sessions, webinars, and adoption campaigns
- Driving 180-day renewal outreach cadences in partnership with Renewal Specialists, ensuring accurate forecasting and proactive risk mitigation
- Identifying and surfacing expansion opportunities using defined playbooks, handing qualified deals to Account Executives
- Leveraging Portside's digital success layer (automated QBR generation, workflow recommendations, product briefings, data-triggered journeys) to scale impact across the portfolio
- Tracking usage, health scores, and account analytics to identify at-risk accounts and adjust engagement
- Serving as primary executive-level relationship owner for assigned accounts
- Partnering with Product, Engineering, Sales, and Marketing to ensure consistent, high-touch engagement across the enterprise book
- Facilitating customer advocacy including references, testimonials, and case studies
- Maintaining accurate account data and engagement history in CRM and customer success platforms
- Representing Portside at industry conferences and customer events as needed
Requirements:
- 5+ years of SaaS experience in Customer Success, Account Management, or related enterprise customer-facing role with direct ownership of strategic/enterprise accounts
- Demonstrated success managing a defined, multi-phase engagement model or playbook across onboarding, adoption, renewal, and expansion at enterprise scale
- Strong executive presence with experience building and maintaining relationships with senior and C-suite stakeholders
- Proven ability to manage structured cadences across a portfolio of complex accounts
- Experience partnering cross-functionally to ensure account success
- Strong technical aptitude including comfort with CRM, customer success platforms, reporting/analytics tools, and data-driven health scoring
- Excellent communication, executive presentation, and consultative problem-solving skills
- Process-oriented mindset with discipline to operate within defined time and resource constraints while maximizing customer value
- Bachelor's degree or equivalent practical experience
