Customer Success Manager

About Portside 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.

Job Summary

Portside is seeking a proactive and customer-focused Customer Success Manager to own a large book of small and medium-sized business (SMB) accounts through a high-volume, tech-enabled motion.

Rather than driving every touchpoint yourself, you will manage and continuously improve automated, self-serve processes for onboarding, cadence, support, renewal, and expansion, stepping in personally where accounts need attention, such as inactivity triggers, escalations, or renewal risk.

This role will partner closely with Sales, Product, Marketing, and Support to keep these automated journeys running smoothly, identify where the process needs a human touch, and resolve escalations with strong judgment and people skills.

The ideal candidate has experience managing 100+ accounts in a high-volume, tech-enabled Customer Success role, is comfortable using technology and automation to extend their reach, and brings strong interpersonal skills to handle escalations effectively.

Key Responsibilities

Manage and continuously improve the end-to-end customer journey (onboarding, cadence, support, renewal, and expansion) for your book of business. Handle escalations across your portfolio, using strong judgment and people skills to resolve issues and protect the relationship. Track customer health, usage, and engagement data to identify where automated proce