Airwave - Customer Success Manager
Requirements
• 3+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role • Experience working with field service, mechanical, technician-based, or operations-heavy businesses strongly preferred • Strong business acumen with the ability to understand customer workflows and translate product value into business outcomes • Proven ability to build trust and drive results with a broad range of stakeholders, from executives to frontline users • Demonstrated success resolving complex customer issues, strengthening relationships, and turning detractors into advocates • Comfortable learning new technologies quickly and speaking confidently about software solutions • Experience using CRM and Customer Success platforms preferred • Well versed in AI tools and excited to bring new ideas, train others, and help integrate AI into day-to-day work • Strong written communication skills with experience creating documentation, training resources, and process maps • Highly organized, goal-oriented, and adaptable with a growth mindset • Ability to thrive in a fast-moving environment where you can build processes while delivering results
Responsibilities
• Serve as the primary point of contact for key customers throughout the customer lifecycle, including onboarding, adoption, advocacy, renewal, and expansion • Guide customers to become product experts by training users and teams to confidently use the platform independently • Monitor customer health metrics and lead regular business reviews to celebrate wins, uncover risks, and identify growth opportunities • Proactively identify churn or downgrade risks and build action plans to improve retention and customer outcomes • Build strong executive and user-level relationships, acting as a trusted advisor to stakeholders across the organization • Partner cross-functionally with Product, Sales, Marketing, and Support to improve the customer experience and drive long-term success • Represent the voice of the customer internally by sharing feedback, trends, and recommendations that influence product roadmap and strategy • Support product launches and validate new releases to ensure enhancements are customer-ready • Create scalable customer education resources such as training materials, demo videos, help documentation, and best practices guides • Help improve and scale the Customer Success function by identifying process improvements, new engagement strategies, and operational efficiencies • Establish and measure weekly, monthly, and quarterly goals tied to customer adoption, retention, and satisfaction • Introduce and champion AI tools and workflows, including helping the team adopt tools like Claude and AI coworkers to work smarter and faster
Benefits
• $83k-100k annual salary based on experience • Our Values: • Our Values: • DREAMING BIG • DREAMING BIG • We constantly challenge ourselves to push boundaries, defy conventional wisdom, and take smart risks by pursuing big opportunities hiding in plain sight. • MOVING FAST • MOVING FAST • We push ourselves and portfolio companies to build processes and systems that compress time, speed, and decision-making to produce results faster. • EXPECTING MORE • EXPECTING MORE • We demand the best from ourselves, our team, and our partners. We create the context for success by providing the appropriate resources, infrastructure, training, and mentorship required to win.
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