Southern Airways Corporation
Any City, United States
(on-site)
Posted
11 days ago
Salary
$114,000.00 - $130,000.00
Salary - Type
Yearly Salary
Job Function
Other
Description
Job DescriptionAt Surf Air Mobility, we're transforming air mobility. As innovators in aviation, we are at the forefront of creating a more efficient and accessible flying experience. With our commitment to a customer-first approach, advanced software solutions, and electrification, we're pioneering new ways for people to travel, making flying not only faster but more enjoyable. Our passionate team thrives in a collaborative environment where innovation and hard work go hand in hand. Help us shape the future of aviation while working with cutting-edge technologies that are changing the lives of our passengers.JOB DESCRIPTION: CUSTOMER SUCCESS MANAGER
FLSA STATUS: EXEMPTLOCATION: Remote About the RoleThe Customer Success Manager owns the client relationship end to end for a portfolio of SurfOS accounts across operators, brokers, aircraft owners, and OEMs. The role is the primary point of contact for client leadership on implementation status and adoption. It is also the primary source of requirements and configuration decisions for Surf Air Mobility's internal engineering and Palantir teams.The Customer Success Manager is expected to understand how each client actually runs its business and to translate that into configuration decisions, scoped requirements, and a prioritized build backlog. The role carries real influence over release scope and sequencing, and is accountable for those decisions to both the client and the internal team.The portfolio grows over time, and the mix of SurfOS products and client types shifts with it.Responsibilities: Account Management
Responsibilities: Implementation and OnboardingFLSA STATUS: EXEMPTLOCATION: Remote About the RoleThe Customer Success Manager owns the client relationship end to end for a portfolio of SurfOS accounts across operators, brokers, aircraft owners, and OEMs. The role is the primary point of contact for client leadership on implementation status and adoption. It is also the primary source of requirements and configuration decisions for Surf Air Mobility's internal engineering and Palantir teams.The Customer Success Manager is expected to understand how each client actually runs its business and to translate that into configuration decisions, scoped requirements, and a prioritized build backlog. The role carries real influence over release scope and sequencing, and is accountable for those decisions to both the client and the internal team.The portfolio grows over time, and the mix of SurfOS products and client types shifts with it.Responsibilities: Account Management
- Own the client relationship from contract signature through go-live and into steady state, including the executive sponsor and the department leads who use the product daily.Run the operating rhythm: weekly working sessions with client teams, a program channel that stays current, and periodic business reviews that show progress against what was promised.Keep a single source of truth for each account. Decisions, scope changes, and open questions live in one versioned record rather than scattered across email and chat.Drive adoption after launch. Track who is actually using which tools, identify teams that have stalled, and address the underlying cause.Identify expansion opportunities as clients mature on the platform, and work with sales on renewals and growth.Escalate clearly and early. When a date is at risk, raise it with a plan attached.Communicate to the audience: executive summaries for the sponsor, working detail for the department leads, clean requirements for engineering.
- Lead discovery with the client's operations, scheduling, maintenance, sales, and finance teams, and document how the business actually runs before proposing how the software should support it.Translate those workflows into platform configuration: object and ontology decisions, roles and permissions, terminology mapping, and which modules turn on for which team.Write the requirements: stories with clear acceptance criteria that give engineers the reason behind the request, not just the request.Own the client backlog in Jira, including prioritization, scope calls, and the trade-off conversations that come with a fixed go-live date.Define what the platform replaces. Clients buy SurfOS to consolidate the systems they run on today, so this role owns the cutover picture: which systems come off, what data has to come with them, and what genuinely needs to stay connected.Coordinate data migration alongside Surf Air Mobility's engineering and Palantir Foundry teams, and own the mapping decisions that migration depends on.Design and deliver training organized by workflow rather than by feature, and build the reference material teams keep using after launch.Run UAT, triage what comes out of it, and sequence releases by team so the operation is never left without a way to work.Stand up hypercare at go-live and hold the line until the client is steady.
- 3 to 5 years in customer success, account management, implementation, or technical program management at a B2B software company, with direct ownership of named client accounts.Aviation background, ideally on the operations side, with a working understanding of how charter operators, brokers, and aircraft owners run day to day: trip planning, crew duty and legality, maintenance status, dispatch, and the pressure of a same-day change.Experience carrying a client from contract signature through a production go-live, not handing off after kickoff.Technical fluency sufficient to read an API contract, reason about a data model, distinguish a configuration problem from a code problem, and work credibly with engineering teams.Requirements writing that engineers can build from without a follow-up meeting.Sound judgment on scope, including the ability to separate what a client needs to go live from what can wait, and to hold that line while preserving the relationship.Plain, direct communication in writing and in person, with executives and with the people doing the work.Willingness to travel for onsites, training, and go-live support.
- Palantir Foundry experience, particularly ontology design, pipelines, or Workshop applications. This is not a requirement, and training is provided, but it shortens ramp time considerably.Hands-on time in a flight management, scheduling, or dispatch system used by charter or fractional operators.Familiarity with the mechanics of charter sourcing.Charter brokerage experience, which supports the brokerage accounts in the portfolio.Experience with maintenance tracking systems, crew scheduling, or Part 135 compliance and recordkeeping.Working knowledge of Jira and Confluence, or a comparable backlog and documentation stack.Experience with third-party system integrations across CRM, accounting, or payments.A private pilot certificate, dispatcher certificate, or comparable operational aviation background.
- Must be at least 18 years old.Must be able to pass a background check [and pre-employment drug screen, if required for this role] per company policy.Must be authorized to work in the U.S. per the Immigration Act of 1986.Ability to travel 20% for client onsites, training, and go-live support.
- Flight tickets at a significant discount; employees and family members can fly our planes (standby, space available)Discounts on hotels and resortsCar rentals at reduced ratesDiscounted cruises
Equal Opportunity Employer, including disability/protected veterans
PI287337524
Job ID: 86170037
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