Customer Success Manager

Job Description

Job Description

Description:

About Veryon  

Veryon is the leading global provider of aviation software and information services , trusted by over 5000+ customers, 75,000 maintenance professionals, and 100+ OEMs across nearly 150 countries . Our mission is to deliver smarter, predictive technology solutions , including our AI platform, Veryon AIRE that maximizes aircraft uptime and operational efficiency for the world’s most demanding aviation organizations.

At Veryon , we are an AI-forward company focused on driving innovation and efficiency through emerging technologies. We prioritize hiring individuals who embrace AI, think creatively about its application, and are excited to continuously evolve alongside it.

About the Role  

The Customer Success Manager – AI & Customer Experience is responsible for managing strategic customer relationships, driving product adoption, improving retention, and identifying growth opportunities across a portfolio of customers. 

This role combines traditional customer success responsibilities with a modern, AI-enabled approach to customer engagement, operational efficiency, and data-driven decision making. The ideal candidate brings strong relationship management skills, SaaS customer lifecycle expertise, and a passion for leveraging AI-powered tools, automation, and customer intelligence platforms to improve customer outcomes. 

You will partner closely with Product, Engineering, Sales, Marketing, and Support teams to help customers maximize the value of Veryon’s solutions while contributing to scalable customer success processes and digital transformation initiatives. 

Key Responsibilities  

Customer Relationship Management & Adoption  

• Manage and grow strategic customer relationships across assigned accounts. 
• Drive product adoption, customer engagement, retention, and customer satisfaction initiatives. 
• Develop customer success plans aligned to customer business objectives, adoption goals, and measurable outcomes. 
• Serve as a trusted advisor and primary customer advocate throughout the customer lifecycle. 
• Lead onboarding, implementation support, and adoption initiatives for new and existing customers. 

AI-Enabled Customer Success & Operational Excellence  

• Utilize AI-powered customer engagement tools, CRM systems, and automation platforms to improve communication, workflow efficiency, and customer insights. 
• Leverage customer analytics, health scores, and usage trends to proactively identify risks and growth opportunities. 
• Use AI-driven workflows to streamline meeting preparation, follow-ups, reporting, and customer engagement activities. 
• Identify opportunities for process improvement, workflow automation, and scalable customer success operations. 
• Support digital transformation initiatives focused on operational efficiency and customer experience optimization. 

Cross-Functional Collaboration & Strategic Support  

• Partner cross-functionally with Product, Engineering, Sales, Marketing, and Support teams to improve customer outcomes. 
• Act as the voice of the customer internally by sharing customer feedback, product insights, and operational challenges. 
• Support executive business reviews, customer presentations, and strategic account discussions. 
• Collaborate with internal stakeholders to improve onboarding experiences, product adoption strategies, and retention programs. 
• Serve as the primary escalation point for customer concerns and ensure timely resolution. 

Revenue Growth & Customer Retention  

• Manage renewals, retention strategies, and churn reduction initiatives. 
• Identify expansion, upsell, and cross-sell opportunities aligned with customer goals and product utilization. 
• Monitor customer success KPIs including adoption metrics, customer health, engagement trends, and renewal forecasting. 
• Maintain accurate customer data and account activity within CRM and customer intelligence platforms. 

Requirements:

• 3+ years of experience in Customer Success, Account Management, SaaS Consulting, Customer Experience, or related client-facing roles. 
• Strong understanding of SaaS customer lifecycle management , adoption strategies, customer health metrics, retention, and renewals. 
• Experience working with AI-enabled tools, automation platforms, CRM systems, or customer intelligence technologies . 
• Proven ability to manage strategic customer relationships and executive-level stakeholder communication. 
• Experience partnering cross-functionally with Product, Engineering, Sales, and Support organizations. 
• Strong analytical skills with ability to interpret customer data and translate insights into actionable strategies. 
• Excellent communication, presentation, relationship management, and problem-solving skills. 
• Ability to thrive in fast-paced, evolving environments with strong ownership and accountability. 
• Willingness to travel domestically approximately 25–30% for customer meetings and strategic engagements. 

Preferred Skills  

• Experience using platforms such as Salesforce, HubSpot, Gainsight, Gong, Tableau, Power BI, Claude, Microsoft Copilot, ChatGPT, or other AI-enabled productivity and customer engagement tools . 
• Experience supporting digital transformation, workflow automation, or technology adoption initiatives. 
• Familiarity with AI-driven customer analytics, customer sentiment analysis, or automated engagement workflows. 
• Experience in aviation, aerospace, maintenance , or other highly regulated industries. 
• Knowledge of onboarding methodologies, implementation processes, and customer enablement best practices. 
• Strong organizational skills with ability to manage multiple customer priorities simultaneously. 

The Personal Competencies That Matter  

• Customer-Centric & Strategic  
• You build trusted relationships and align technology solutions with customer business goals while proactively improving customer outcomes and long-term value realization. 
• AI & Technology Curious  
• You embrace emerging technologies and continuously explore how AI and automation can improve productivity, scalability, customer engagement, and operational effectiveness. 
• Execution-Oriented  
• You take ownership of outcomes, operate with urgency, and consistently deliver measurable results in fast-paced environments. 
• Collaborative Influencer  
• You build strong partnerships across teams and communicate effectively with both technical and non-technical stakeholders. 
• Proactive Problem Solver  
• You anticipate customer needs, identify risks early, and independently drive solutions and process improvements. 
• Humble, Adaptable & Team-Oriented  
• You value collaboration, continuous learning, and creating positive experiences for customers and teammates alike. 

Our Core Values:  

• Fueled by Customers: Customers are at the core of every decision. 
• Win Together : Collaboration is our competitive edge. 
• Make It Happen: No excuses. Just outcomes. 
• Innovate to Elevate: We boldly challenge what’s standard and lift what’s possible. 

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.