[Hiring] Customer Success Manager @Airwave

Role Description

Join the Airwave team and be part of an exciting journey to transform the way people connect. We’re looking for a proactive, customer-focused Customer Success professional who thrives in fast-paced environments and enjoys building strong relationships while driving measurable outcomes. In this role, you will own customer success across onboarding, adoption, retention, and growth, helping customers maximize value from our platform and become long-term advocates.

This is an exciting opportunity to join a growing team where you will have direct impact on customer experience, product direction, and internal processes. We’re especially looking for someone who understands field service, mechanical, or technician-driven businesses and can bring modern, AI-powered ways of working to help both our customers and our team operate more efficiently.

• Serve as the primary point of contact for key customers throughout the customer lifecycle, including onboarding, adoption, advocacy, renewal, and expansion
• Guide customers to become product experts by training users and teams to confidently use the platform independently
• Monitor customer health metrics and lead regular business reviews to celebrate wins, uncover risks, and identify growth opportunities
• Proactively identify churn or downgrade risks and build action plans to improve retention and customer outcomes
• Build strong executive and user-level relationships, acting as a trusted advisor to stakeholders across the organization
• Partner cross-functionally with Product, Sales, Marketing, and Support to improve the customer experience and drive long-term success
• Represent the voice of the customer internally by sharing feedback, trends, and recommendations that influence product roadmap and strategy
• Support product launches and validate new releases to ensure enhancements are customer-ready
• Create scalable customer education resources such as training materials, demo videos, help documentation, and best practices guides
• Help improve and scale the Customer Success function by identifying process improvements, new engagement strategies, and operational efficiencies
• Establish and measure weekly, monthly, and quarterly goals tied to customer adoption, retention, and satisfaction
• Introduce and champion AI tools and workflows, including helping the team adopt tools like Claude and AI coworkers to work smarter and faster

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role
• Experience working with field service, mechanical, technician-based, or operations-heavy businesses strongly preferred
• Strong business acumen with the ability to understand customer workflows and translate product value into business outcomes
• Proven ability to build trust and drive results with a broad range of stakeholders, from executives to frontline users
• Demonstrated success resolving complex customer issues, strengthening relationships, and turning detractors into advocates
• Comfortable learning new technologies quickly and speaking confidently about software solutions
• Experience using CRM and Customer Success platforms preferred
• Well versed in AI tools and excited to bring new ideas, train others, and help integrate AI into day-to-day work
• Strong written communication skills with experience creating documentation, training resources, and process maps
• Highly organized, goal-oriented, and adaptable with a growth mindset
• Ability to thrive in a fast-moving environment where you can build processes while delivering results

Compensation

• $83k-100k annual salary based on experience

Our Values

• DREAMING BIG: We constantly challenge ourselves to push boundaries, defy conventional wisdom, and take smart risks by pursuing big opportunities hiding in plain sight.
• MOVING FAST: We push ourselves and portfolio companies to build processes and systems that compress time, speed, and decision-making to produce results faster.
• EXPECTING MORE: We demand the best from ourselves, our team, and our partners. We create the context for success by providing the appropriate resources, infrastructure, training, and mentorship required to win.

Airwave is an equal opportunity employer, and we value diversity at our company. We don’t discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.