Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the client relationship for a portfolio of SurfOS accounts from the signing of contracts through to go-live and ongoing operations.

• Act as the main point of contact for client leadership regarding the status of implementation and product usage.

• Convert client business processes into platform configuration choices, defined requirements, and a prioritized development backlog.

• Conduct weekly working sessions, manage program communication channels, and hold regular business reviews.

• Maintain a version-controlled single source of truth for each account.

• Promote post-launch adoption and identify opportunities for expansion.

• Collaborate with sales on renewals and account growth initiatives.

• Clearly escalate risks early on along with mitigation strategies.

• Lead discovery sessions with operations, scheduling, maintenance, sales, and finance departments.

• Establish decisions regarding objects and ontologies, roles, permissions, terminology mapping, and module activation.

• Draft engineering-ready user stories complete with acceptance criteria.

• Take ownership of Jira backlog prioritization and scope management.

• Develop system cutover plans, addressing replacement systems, retained connections, and essential data requirements.

• Coordinate data migration efforts with engineering and Palantir Foundry teams.

• Create and deliver workflow-based training and post-launch reference documentation.

• Oversee user acceptance testing (UAT), manage findings, and organize release sequences by team.

• Establish hypercare support from go-live until the client reaches stability.

• Make technical configuration choices without the need to write production code.

• Travel for client onsite visits, training sessions, and go-live support.

⛳️ Requirements

• 3 to 5 years of experience in customer success, account management, implementation, or technical program management within a B2B software environment.

• Direct management of assigned client accounts.

• Background in aviation, preferably on the operations side.

• Familiarity with charter operators, brokers, and aircraft owners, covering areas such as trip planning, crew duty and legality, maintenance status, dispatch, and same-day adjustments.

• Proven experience guiding a client from contract signing through to production go-live.

• Technical proficiency to interpret an API contract and understand a data model.

• Capability to differentiate between configuration issues and code-related issues.

• Ability to work effectively with engineering teams.

• Proficient in requirements writing with clear acceptance criteria.

• Sound judgment in scope and prioritization matters.

• Clear and straightforward written and verbal communication skills.

• Willingness to travel for onsite visits, training, and go-live support.

• Must be at least 18 years of age.

• Must pass a background check and pre-employment drug screening if necessary.

• Must be authorized to work in the U.S. in accordance with the Immigration Act of 1986.

• Willingness to travel up to 20% of the time.

• Preferred: Experience with Palantir Foundry, particularly in ontology design, pipelines, or Workshop applications.

• Preferred: Hands-on experience with flight management, scheduling, or dispatch systems.

• Preferred: Understanding of charter sourcing mechanics.

• Preferred: Experience in charter brokerage.

• Preferred: Familiarity with maintenance tracking systems, crew scheduling, or Part 135 compliance and recordkeeping.

• Preferred: Working knowledge of Jira and Confluence or similar tools.

• Preferred: Experience with third-party CRM, accounting, or payment integrations.

• Preferred: Possession of a private pilot certificate, dispatcher certificate, or a comparable operational aviation background.

🏝️ Benefits

• Medical, dental, and vision insurance available after 30 days of employment.

• Air ambulance coverage provided.

• Short-term disability insurance offered.

• Pet insurance included.

• Health savings accounts available.

• Company-paid life insurance provided.

• 401(k) retirement plan.

• One day of paid time off (PTO) per month following the probationary period.

• Paid holidays throughout the year.

• My ID Travel program available after the probationary period.

• Discounted flight tickets for employees and their immediate family members.

• Standby, space-available travel on company aircraft.

• Discounts on hotels and resorts.

• Reduced-rate car rentals.

• Discounted cruise options.

• Training provided to bridge any experience gaps related to Palantir Foundry.

• Commitment to an equal opportunity and inclusive workplace.