Customer Success Manager

Pilotbase powers the world’s flight training ecosystem, supporting over 1,400 flight schools and tens of thousands of pilots through and beyond training each year. We are expanding our Pilot Experience Solutions, a connected system that brings together flight schools, pilots, and industry partners into a single, data-driven network. This next phase of growth is focused on expanding within our existing customer base, reaching pilots directly, and creating new revenue streams across the ecosystem. The Pilotbase Customer Success Manager will act as a supportive point of contact and advocate for our customers. This role will engage with an assigned customer portfolio under supervision, helping customers realize value from our products and solutions while learning to identify opportunities for growth. Working closely with senior staff, the CSM will facilitate communication between customers and internal teams to ensure smooth delivery of solutions that meet customer needs. The primary focus of this role is to develop skills in identifying customer needs, communicating effectively, and contributing to a great customer experience. Role Overview and Responsibilities: Customer Retention Manage a portfolio of customer accounts Understand customers' business objectives and deliver valuable ROI Review of customer accounts for migration from a month-to-month model to annual contracts Help customers adopt best practices within our software to solve their challenges Mitigate risk with accou