Customer Success Manager
HybridGlasgow, Scotland, United Kingdom or Luxembourg, Luxembourg, Luxembourg
Job Summary
Own a portfolio of aviation customers throughout their post-sales lifecycle, leading onboarding, implementation, and adoption of Spire's aviation data solutions. Act as a trusted advisor to stakeholders, conducting regular business reviews to demonstrate value and drive product utilization. Proactively monitor customer health to identify risks, execute retention strategies, and partner with Sales on renewals and expansion opportunities. Gather feedback to translate market needs into actionable insights for Product and Engineering teams while maintaining accurate records in CRM systems. Coordinate with Technical Support and Engineering to resolve issues and track key metrics including retention, adoption, and NPS. This role requires three days per week in-office and fluency in English.
Required Qualifications
- 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
- Spire operates a hybrid work model, and this position will require you to work a minimum of three days per week in the office
Desired 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
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