Customer Success Manager (US)

About Volantio

Volantio is the global leader in demand reallocation for airlines. Our AI-driven platform helps airlines unlock new revenue, improve customer experience, and streamline operations by presenting passengers with offers to modify their itineraries in exchange for various forms of compensation. We partner with some of the world’s leading airlines and are rapidly expanding our commercial presence across key markets.

Customer Success Manager – Enterprise Airline SaaS

About the Role

We are seeking a highly strategic and customer-focused Customer Success Manager (CSM) to manage and grow relationships with enterprise airline customers using the Volantio platform. They will own the delivery of quantified customer value, retention, and expansion across Volantio’s suite of SaaS solutions, including Demand Reallocation, SmartAlerts, and related products.

The ideal candidate combines strong relationship skills with operational and technical aptitude, acting as a trusted advisor to airline partners while coordinating closely with Product, Engineering, and Sales teams to ensure long-term customer success. They will be curious above all, asking good questions (“5 whys”) and being relentless in the pursuit of customer value.

Key Responsibilities

• Serve as a trusted advisor to enterprise airline customers, helping maximize value from the Volantio platform and associated SaaS solutions.

• Own the entire customer lifecycle, including implementation, launch, optimization, ongoing support, renewal readiness, and expansion opportunities.

• Develop deep relationships with executive stakeholders and operational teams, building a strong understanding of customer priorities, business goals, and operational challenges.

• Be the product expert for Volantio. Dig deep into our solution, understand the technical implications of enterprise SaaS/airline systems, be an AI practitioner/leader, and be able to handle most customer questions solo.

• Proactively identify and execute opportunities for optimizing the Volantio solution, including improving eligibility, refining customer messaging/copy, increasing acceptance rates, and maintaining a quantified “Waterfall” of opportunity tracking.

• Provide day-to-day technical support and serve as the primary point of contact for customer questions, operational issues, and platform expertise.

• Coordinate with Engineering and Product teams to resolve technical issues, clarify requirements, and advocate for product enhancements when appropriate.

• Manage internal technical resources effectively by ensuring customer requests are well understood and aligned to business impact.

• Lead a consistent customer communication cadence, including:

  • Weekly support and optimization meetings

  • Onsite customer visits every 1–2 months

  • Quarterly Business Reviews (QBRs) focused on strategic business value and alignment

• Partner with Sales to identify and support revenue expansion opportunities within existing accounts.

• Own customer retention outcomes by driving successful renewals and proactively identifying churn risks well in advance.

• Contribute to team goals related to Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Net Logo Retention (NLR), churn reduction, and customer satisfaction (NPS).
  

Qualifications

• 5+ years of experience in Customer Success, Technical Account Management, or related client-facing roles within enterprise SaaS environments.

• Experience working with airline, aviation, travel, or operational technology customers preferred.

• Experience working with machine-learning, AI-enabled or data science solutions preferred. You’ll be a good translator of math & science for business customers.

• Strong analytical and operational mindset with the ability to interpret performance metrics and translate them into actionable strategies and customer value/outcomes.

• Excellent communication and stakeholder management skills, including experience working with both executive and operational customer teams.

• Ability to manage technical conversations and coordinate effectively with Engineering and Product organizations.

• Proven track record driving customer retention, renewals, and expansion revenue.

• Comfortable working in a fast-paced startup or high-growth environment; can continue to operate in occasional chaotic situations with grace and calm.

• Willingness to travel for onsite customer engagement as needed. There’s no substitute for seeing our customers face to face regularly.

• An MBA and/or management consulting experience would be an asset but not required.

Benefits

• Flexible remote working location: North America (US or Canada)

• Competitive salary package including equity (Base salary: 130-150k + variable)

• Opportunities for professional growth and development

• Dynamic and positive work environment

• Make an impact on customer’s business and our company’s growth