Customer Success Manager
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Job Description
Customer Success Manager owning SurfOS client implementations for aviation operators, brokers, owners, and OEMs. Translating workflows into configurations, migrations, training, and adoption.
Responsibilities:
- Own the client relationship for a portfolio of SurfOS accounts from contract signature through go-live and steady state
- Serve as the primary contact for client leadership on implementation status and product adoption
- Translate client business operations into platform configuration decisions, scoped requirements, and a prioritized build backlog
- Run weekly working sessions, maintain program channels, and conduct periodic business reviews
- Maintain a versioned single source of truth for each account
- Drive post-launch adoption and identify expansion opportunities
- Work with sales on renewals and account growth
- Escalate risks clearly and early with mitigation plans
- Lead discovery with operations, scheduling, maintenance, sales, and finance teams
- Define object and ontology decisions, roles, permissions, terminology mapping, and module activation
- Write engineering-ready user stories with acceptance criteria
- Own Jira backlog prioritization and scope decisions
- Define system cutover plans, including replacement systems, retained connections, and required data
- Coordinate data migration with engineering and Palantir Foundry teams
- Design and deliver workflow-based training and post-launch reference materials
- Run UAT, triage findings, and sequence releases by team
- Establish hypercare at go-live until the client is stable
- Make technical configuration decisions without writing production code
- Travel for client onsites, training, and go-live support
Requirements:
- 3 to 5 years in customer success, account management, implementation, or technical program management at a B2B software company
- Direct ownership of named client accounts
- Aviation background, ideally on the operations side
- Working understanding of charter operators, brokers, and aircraft owners, including trip planning, crew duty and legality, maintenance status, dispatch, and same-day changes
- Experience carrying a client from contract signature through production go-live
- Technical fluency to read an API contract and reason about a data model
- Ability to distinguish configuration problems from code problems
- Ability to work credibly with engineering teams
- Requirements writing with clear acceptance criteria
- Sound judgment on scope and prioritization
- Plain, direct written and verbal communication
- Willingness to travel for onsites, training, and go-live support
- Must be at least 18 years old
- Must pass a background check and pre-employment drug screen if required
- Must be authorized to work in the U.S. per the Immigration Act of 1986
- Ability to travel 20%
- Preferred: Palantir Foundry experience, particularly ontology design, pipelines, or Workshop applications
- Preferred: Hands-on experience with flight management, scheduling, or dispatch systems
- Preferred: Familiarity with charter sourcing mechanics
- Preferred: Charter brokerage experience
- Preferred: Experience with maintenance tracking systems, crew scheduling, or Part 135 compliance and recordkeeping
- Preferred: Working knowledge of Jira and Confluence or comparable tools
- Preferred: Experience with third-party CRM, accounting, or payment integrations
- Preferred: Private pilot certificate, dispatcher certificate, or comparable operational aviation background
Benefits:
- Medical, dental, and vision insurance after 30 days of employment
- Air ambulance coverage
- Short-term disability insurance
- Pet insurance
- Health savings accounts
- Company-paid life insurance
- 401(k) plan
- 1 day of PTO per month after the probationary period
- Paid holidays throughout the calendar year
- My ID Travel program after the probationary period
- Discounted flight tickets for employees and immediate family members
- Standby, space-available travel on company planes
- Discounted hotels and resorts
- Reduced-rate car rentals
- Discounted cruises
- Training provided for Palantir Foundry experience gaps
- Equal opportunity and inclusive workplace
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