Customer Success Manager at Black Duck Software, Inc. supporting enterprise software adoption and renewal targets using a digital - first engagement strategy.
About the role
- Senior Customer Success Manager supporting key aviation customers across the EMEA region. Building relationships and driving customer satisfaction through innovative software solutions.
Responsibilities
- 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.
- 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.
- Identify opportunities for value expansion within existing accounts.
- Collaborate with Sales teams to propose relevant solutions and services.
- Build deep expertise in aviation operations and how customers use our products.
- Gather customer requirements and translate them into structured PRD documentation.
- Act as the customer advocate internally - ensuring product decisions reflect real-world needs.
- Manage onboarding, training, and adoption programs for new customers or product expansions.
- Work closely with Support, Product, Sales, and Engineering teams to resolve issues and deliver a seamless customer experience.
Requirements
- 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)
Benefits
- 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
Job title
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