Customer Success Manager

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Company Description

At Longtail we are building an intelligent, autonomous decision streaming platform for airlines. We build humanly impossible workflows by overlaying scalable & granular automation with proprietary algorithms and rich contextual data. The decisions are streamed in real-time directly to airline systems. Current applications built on our platform allow airlines to offer every possible travel product through their network, providing travelers with more travel options in thousands of routes around the world. And we are building more!

The Position

We are seeking a highly motivated and proactive Customer Success Manager to join our dynamic team. As a key member of our Customer Success team, you will play a crucial role in ensuring our airline partners fully leverage our intelligent, autonomous decision-streaming platform. You will cater to a highly technical audience (typically Pricing and Revenue Management experts), driving the full cycle of product adoption: from setting up and configuring the platform, running product trials, implementing the solution in production, resolving customer queries and proactively pitching the value-adding potential of Longtail's solutions at every customer touchpoint.

You will also actively contribute to the development of new product features and capabilities by synthesizing customer feedback and working with Solutions, Product and Engineering to satisfy growing requirements.

Ensuring unparalleled value delivery and operational excellence to your assigned portfolio of airline partners will be your guiding north star.

In this role, you'll

• Own the functional relationship with the assigned portfolio of customer airlines across all phases of product delivery and implementation
• Internally, coordinate with Business Development, Product Ops, Solutions, SME, and Engineering teams to ensure an unparalleled delivery experience to the assigned portfolio of user airlines
• Anticipate user requirements, swiftly and accurately respond to queries, and grow the understanding of Longtail's suite of products and solutions, to continuously showcase the value add of Longtail's technology solutions
• Develop and maintain a customer health dashboard to monitor customer engagement and platform utilization
• Build and nurture strong, trust-based relationships with key customer stakeholders, acting as their advocate within Longtail Technologies
• Track customer usage, monitor value realization, and conduct regular check-ins to ensure customers are achieving their desired outcomes
• Collaborate with internal teams, including Product, Solutions, and Engineering to ensure customer feedback is incorporated into future platform enhancements
• Drive the onboarding process for new customers, ensuring a smooth transition and successful implementation of our platform
• Conduct workshops and deliver presentations to assigned customers, to expand the understanding of the Longtail platform and the value delivered.
• Create and manage documentation to provide a best-in-class understanding of the platform's capabilities, configurations, and operations and deliver unrivaled support

Who You Are

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 5+ years of experience in customer success, account management, or similar role, preferably in an Airline or Travel Tech SaaS environment.
• Strong understanding of the airline industry and travel technology solutions.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with diverse stakeholders.
• Proven ability to manage multiple customer accounts and projects simultaneously.
• Strong analytical skills, with the ability to assess customer needs and recommend appropriate solutions.
• Proficiency in using customer success software and CRM tools.

Preferred Qualifications

• Experience working in a high-growth startup environment.
• Familiarity with data-driven decision-making processes and tools.
• Prior experience working with airline systems or travel-related technologies, ideally in Airline Pricing, Revenue Management, Distribution, and Retail.
• Demonstrated ability to work independently and as part of a team in a fast-paced, dynamic environment.

Why Join Us?

• Contribute to cutting-edge fare management solutions in the airline industry.
• Enjoy a supportive management team that values hard work, fosters professional growth, and promotes a healthy work-life balance.
• Be part of a steadily growing company with opportunities for advancement and professional development.

£60,000 - £80,000 a year

Longtail Technologies is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role's scope and complexity, and the candidate's experience and expertise, and may vary from the range provided below. For roles based in London, United Kingdom, the estimated base salary range for this role is ￡60,000 - ￡80,000 per year.

Longtail Technologies is proud to be an equal-opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Longtail Technologies considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law. Longtail Technologies is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation made due to a disability, please let your recruiter know.