Customer Success Manager
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About us
i6 provides the world’s most advanced end-to-end Aviation fuel management technology - enabling operational efficiency, transparency, and sustainability for airlines, fuel service providers, and suppliers.
Our cloud-based solutions digitise the entire aviation fuel lifecycle through real-time fuel inventory and into-plane management platforms, patented electronic refuelling technology, and advanced fuel analytics and insights.
With the adoption of our technology, our customers have been able to reduce thousands of tonnes of CO2 and benefited from millions in cost savings.
Your new role
In your new role as a Customer Success Manager at i6 you will play a pivotal role in helping customers maximise the value they get from the i6 software, as well as identifying opportunities (due to your understanding of their business and goals) to further align additional i6 products to their business needs.
You will build strong relationships with customers, understanding their needs, and helping them maximise the value they derive from our products and services. You will serve as the primary point of contact for certain groups of customers, advocating on their behalf within the company and facilitating communication to ensure their needs are met.
What you will do
Relationship Building:
- You will be the i6 “go to person” ensuring each of your customers are supported and communicated with from contract sign to “go live”.
- Ensure that all contract commitments are delivered to the customer in an efficient,well managed way, regularly communicating with the customer and internal stakeholders on plans, progress and timescales.
Account Management:
- Ensuring the overall health and satisfaction of assigned customer accounts,
- Carrying out quarterly reviews to ensure customer satisfaction/relationship building
- Proactively identifying opportunities for upselling and expansion
- Act as a support to Key Account Managers on Tier 1 accounts
- There will be some requirement to travel to meet customers, as agreed with your line manager, and as per business requirements.
Client Onboarding:
- You’ll lead the onboarding process for new clients, ensuring a smooth transition and setting clear expectations for success.
- Develop clear onboarding plans, liaising with the deployment team and Training Manager, and communicating clear timelines regarding delivery.
Product Adoption:
- You’ll work closely with customers to drive successful adoption of our products and services, providing guidance and support to maximise value to our user audience.
- Proactively guiding, and if necessary training, customers on new features, product updates, best practices, instigating additional training support as required.
Who you are
Required:
- 3+ years of experience in Customer Success, Account Management, or related client-facing roles in a B2B SaaS environment
- Proven track record of driving retention and expansion revenue
- Strong communication and presentation skills
- Experience managing executive-level relationships
- Analytical mindset with comfort using data to drive decisions
Preferred:
- Experience conducting Quarterly Business Reviews (QBRs)
- Background in aviation
- Bachelor's degree or equivalent experience
A bit more about us
- We’ve recently raised our Series B funding.