Senior Customer Success Manager

We are looking for a motivated Senior Customer Success Manager to join our growing commercial team in the EMEA region.

ABOUT THE AVIATION GROUP:

Our Aviation group delivers innovative software solutions that transform airport and operational management. Our products are trusted by global customers to improve efficiency, streamline operations, and enhance passenger experiences. As part of a global network of specialized software companies, our aviation teams operate with entrepreneurial agility while benefiting from shared expertise, innovation, and best practices across the wider Valsoft group.

ABOUT VALSOFT CORP:

Established in Canada in 2015, Valsoft has grown to a global portfolio of 118+ companies, acquiring and developing vertical market software companies, enabling each business to deliver the best mission-critical solutions for customers in their respective industries. A key tenet of Valsoft’s philosophy is to invest in well-established businesses and foster an entrepreneurial environment that molds companies into leaders in their respective industries. Valsoft looks to buy, hold, and create value through long-term partnerships with existing management.

INVESTMENT APPROACH:

Unlike private equity and venture capital firms, we are Entrepreneurs who Buy, Enhance and Grow Software Businesses. That’s right; we don’t sell businesses. We form a strategic alliance with existing management teams. We recognize the dedication and perseverance required to create a firm and place a premium on customers’ and workers’ well-being over short-term goals.

CULTURE:

Valsoft is more than just a place to work; we’re a team. We mean it when we say people are our greatest assets, so investing in them is our number one priority. We create an environment where our employees feel first-day-on-the-job excitement, day after day, creating a culture of high performers and collaboration. We celebrate our milestones, and we’re proud of them. We Dream Big, Stay Humble, and Stay Hungry.

We are seeking an enthusiastic and results-driven Senior Customer Success Manager to help support and grow key customers of our aviation companies (Quantum, Zafire) across the EMEA region.

This role is ideal for someone with a passion for technology and aviation who enjoys building relationships, identifying new business opportunities, and supporting clients in achieving their operational goals through innovative software solutions.

You will work closely with the Sales, Professional Services and Product teams to optimise customer retention, satisfaction, and drive upsell and cross sell initiatives for key customers.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact and trusted advisor for assigned aviation customers.
• Develop strong, long-term customer relationships at both operational and executive levels.
• Conduct regular business reviews to monitor adoption, performance, and value realisation.

Customer Retention & Success Metrics

• Drive high customer satisfaction and NPS performance across the portfolio.
• Ensure timely renewals and proactively mitigate risks to retention.
• Monitor customer health scores and take strategic actions to improve engagement.

Revenue Growth (Cross-Sell & Upsell)

• Identify opportunities for value expansion within existing accounts.
• Collaborate with Sales teams to propose relevant solutions and services.
• Meet and exceed assigned revenue expansion targets.

Product & Business Understanding

• Build deep expertise in aviation operations and how customers use our products.
• Understand customer workflows, operational challenges, and industry regulations.

Future Product Responsibilities

• Gather customer requirements and translate them into structured PRD documentation.
• Work closely with Product Managers and Development teams to prioritise and implement enhancements.
• Act as the customer advocate internally - ensuring product decisions reflect real-world needs.

Operational Excellence

• Manage onboarding, training, and adoption programs for new customers or product expansions.
• Track KPIs (usage, adoption, NPS, renewal performance, revenue expansion).
• Maintain accurate customer records in CRM and CS tools.

Cross-Functional Collaboration

• Work closely with Support, Product, Sales, and Engineering teams to resolve issues and deliver a seamless customer experience.
• Communicate customer insights, trends, and risks to leadership.

REQUIRED / MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Business, Marketing, or a related field (or equivalent practical experience)
• 3+ years of experience in customer success or account management
• Strong communication and presentation skills
• Confidence in engaging with clients across multiple channels (phone, email, events, virtual meetings)
• Experience with CRM systems (e.g., HubSpot)
• Highly organized with a strong attention to detail and a proactive mindset
• Fluent in English (additional European languages are an asset)

ADDITIONAL OR PREFERRED QUALIFICATIONS:

• Experience in the aviation, software, or SaaS sectors
• Familiarity with sales in technical or operational environments
• Understanding of airport or logistics operations is a plus
• Willingness to travel within the EMEA region for client visits or events
• Team-oriented, ambitious, and eager to grow within an international organization

• Join a global aviation software group with a local, collaborative culture
• Professional development and international career growth opportunities
• Work with cutting-edge technology that shapes airport operations
• Supportive and dynamic team environment
• Hybrid or remote flexibility depending on location

Ready to join a collaborative and innovative team where you can make an immediate impact?

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.

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