About the Role
<p style="text-align:start;">Join our fully remote, mission-driven team dedicated to pioneering <strong>sustainable inflight service management</strong>. Work on innovative technology solutions with global impact, collaborate within a diverse, international environment, and continuously enhance your skills through ongoing learning opportunities.</p><p style="min-height: 1.7em;"></p><p style="text-align:start;">Headquartered in Zurich, Switzerland, with team members across 11 countries, we offer a dynamic and engaging company culture that celebrates creativity, collaboration, and inclusion.</p><h4><strong>About the role</strong></h4><p style="text-align:start;">We are looking for a dynamic and customer-focused <strong>Customer Success Manager</strong> (CSM) to join our team.</p><p style="min-height: 1.7em;"></p><p style="text-align:start;">In this role, you will own a portfolio of airline customers and be responsible for driving long-term customer success, retention, and growth. You will act as a trusted advisor to key stakeholders, ensuring that customers realise measurable value from LimeFlight while continuously identifying opportunities to expand their usage.</p><p style="min-height: 1.7em;"></p><p style="text-align:start;">This is not a purely operational role you will take ownership of customer outcomes and proactively manage relationships.</p><p style="min-height: 1.7em;"></p><p style="text-align:start;">Fluency in French is a strong plus to support our international customer base.</p><h4><strong>Key responsibilities</strong></h4><p style="text-align:start;"><strong>Strategic Customer Ownership</strong></p><ul class="ak-ul"><li><p>Own and manage a portfolio of key airline customers</p></li><li><p>Build strong, trust-based relationships with stakeholders across operations, IT, and management</p></li><li><p>Act as a strategic partner, aligning LimeFlight capabilities with customer business objectives</p></li><li><p>Lead regular business reviews and management meetings</p></li></ul><p style="text-align:start;"><strong>Customer Value & Growth</strong></p><ul class="ak-ul"><li><p>Monitor customer health, adoption, and satisfaction</p></li><li><p>Identify upsell and cross-sell opportunities (e.g. modules, integrations, services)</p></li><li><p>Drive retention and expansion revenue within your customer portfolio</p></li><li><p>Actively contribute to renewal processes and commercial discussions</p></li></ul><p style="text-align:start;"><strong>Implementation Oversight</strong></p><ul class="ak-ul"><li><p>Support onboarding and implementation phases as a strategic counterpart</p></li><li><p>Guide customers through integrations, data setup, and adoption best practices</p></li><li><p>Collaborate with implementation teams to ensure a smooth transition into run mode</p></li></ul><p style="text-align:start;"><strong>Training & Enablement</strong></p><ul class="ak-ul"><li><p>Deliver targeted training sessions and workshops (remote & on-site)</p></li><li><p>Enable customers to adopt new features and optimize their processes</p></li><li><p>Promote best practices and continuous improvement</p></li></ul><p style="text-align:start;"><strong>Cross-functional Collaboration</strong></p><ul class="ak-ul"><li><p>Work closely with various teams</p></li><li><p>Act as the voice of the customer internally</p></li><li><p>Provide structured feedback to influence product development</p></li></ul><h4><strong>Key competencies</strong></h4><ul class="ak-ul"><li><p>Minimum of 3–5 years of experience in the Airline Industry or Airline Catering Industry</p></li><li><p>Experience working with SaaS products or complex B2B software solutions is a plus</p></li><li><p>Bachelor's degree in Business Administration, Information Technology, or a related field</p></li><li><p>Strong stakeholder management and communication skills</p></li><li><p>Ability to manage multiple customer relationships in a fast-paced environment</p></li><li><p>Commercial mindset with a focus on value creation and growth</p></li><li><p>Proactive, ownership-driven approach to customer success</p></li><li><p>Highly organised and reliable</p></li></ul><h4><strong>Language</strong></h4><ul class="ak-ul"><li><p>Fluent in <strong>English & French</strong></p></li></ul><h4><strong>Expected Travel Needs</strong></h4><p style="text-align:start;">You should be willing to travel up to 20% a year to customer on-site visits.</p><h4><strong>Hiring Process</strong></h4><ol class="ak-ol"><li><p>Recruiter Screen (45 mins)</p></li><li><p>Interview with Hiring Manager (1 hour)</p></li><li><p>Technical Interview (30 mins)</p></li><li><p>Discussion with founder(s) and peer(s)</p></li></ol><p style="text-align:start;"><br><strong>LimeFlight is proud to be an equal opportunity employer.</strong></p><p style="text-align:start;">We are committed to creating an inclusive environment where everyone regardless of race, ethnicity, gender identity or expression, sexual orientation, age, d