Customer Success Manager

As a Customer Success Manager within our Aviation business, you will be responsible for ensuring customers realize maximum value from Spire's aviation data and analytics solutions throughout their lifecycle. 

You will act as a trusted advisor, helping customers successfully onboard, adopt our products, achieve their business objectives, and ultimately maximize the value of their investment. You'll build strong relationships with customers, proactively identify opportunities to improve engagement, reduce churn, and partner closely with Sales to support renewals and account growth.

Success in this role requires excellent relationship management, commercial awareness, strong project coordination skills, and the ability to collaborate across Product, Engineering, Sales and Customer Support teams to deliver an outstanding customer experience.

What You'll Do

• Own a portfolio of aviation customers throughout their post-sales lifecycle.
• Lead customer onboarding and implementation, ensuring a smooth transition from Sales to Customer Success.
• Develop trusted relationships with customer stakeholders and become their primary strategic advisor.
• Drive customer adoption by helping customers fully utilize Spire's aviation products and capabilities.
• Conduct regular business reviews to demonstrate value, measure success against customer objectives, and identify new opportunities.
• Proactively monitor customer health, identify risks early, and execute retention strategies to minimize churn.
• Partner with Sales on contract renewals, expansion opportunities, and cross-sell initiatives.
• Gather customer feedback and translate market needs into actionable insights for Product and Engineering teams.
• Coordinate with Technical Support and Engineering to ensure timely resolution of customer issues.
• Maintain accurate customer records, success plans, and engagement activity within CRM systems.
• Track and report against key Customer Success metrics including retention, renewals, product adoption, customer satisfaction, and NPS.
• Become a trusted subject matter expert on Spire's Aviation solutions and industry trends.

Key Success Measures

• Customer retention and renewal rates
• Expansion revenue through upsell and cross-sell
• Customer satisfaction (CSAT) and Net Promoter Score (NPS)
• Product adoption and customer engagement
• Customer health and risk management
• Successful onboarding and time-to-value

Who You Are

• 3+ years of experience in Customer Success, Account Management, Customer Experience, or a similar customer-facing role within a SaaS, data, software, or technology business.
• Proven experience managing enterprise or commercial customer relationships.
• Excellent communication, presentation, and stakeholder management skills.
• Strong commercial mindset with the ability to identify customer growth opportunities.
• Comfortable managing multiple customer priorities across timezones in a fast-paced environment.
• Highly organized with excellent attention to detail.
• Able to simplify complex technical concepts for both technical and non-technical audiences.
• Experience collaborating across Sales, Product, Engineering, and Support teams.
• Self-motivated with a proactive, customer-first mindset.
• Fluent in English.

Preferred Qualifications

• Experience working within aviation data, geospatial tracking data or related industries.
• Experience supporting enterprise SaaS, API, or data platform customers.
• Familiarity with CRM platforms such as HubSpot or Salesforce.
• Experience managing customer success metrics including retention, renewals, adoption, and NPS.

Spire operates a hybrid work model, and this position will require you to work a minimum of three days per week in the office.

Access to US export-controlled software and/or technology may be required for this role. If needed, Spire will arrange the necessary licenses—this is not something candidates need to have before applying.