Customer Success Manager

As a Customer Success Manager at Avinode Group, you will be the trusted partner for a portfolio of our customers helping them drive measurable value from our products, find solutions, and achieve long-term success. You'll work with various segments, from high-touch accounts to digitally managed longtail customers, adapting your engagement approach to meet their needs.
This is not a behind-the-scenes role, you must enjoy interacting with customers, building trust, and proactively reaching out even when it takes persistence. You'll be responsible for managing account health, identifying risk and expansion opportunities, driving adoption, and supporting retention and advocacy across your book of business.

We're looking for someone who understands what it means to be a true CSM who sees the bigger picture, takes full ownership of customer outcomes, and works cross-functionally to get things done.

What you will do:

• Own the post-sale customer relationship: act as a strategic partner, advisor, and advocate for your accounts.
• Drive product adoption, user engagement, and business value across your portfolio.
• Proactively manage customer health and create action plans to mitigate churn risk.
• Use data to inform your customer strategy, including CHS, usage trends, and key milestones.
• Collaborate closely with Account Managers to support renewals and uncover expansion opportunities.
• Collaborate with cross-functional teams - including Onboarding, Product, Support, and Marketing - to ensure a seamless handover and customer experience from day one.
• Identify and communicate customer feedback internally to improve product and customer experience.
• Maintain accurate tracking of customer activities, interactions, and health data in CRM.
• Manage accounts across tiers, using a mix of high-touch engagement and digital success tactics.
• Educate customers on new features, product and roadmap updates, and best practices to help them achieve their goals.

What We're Looking For:

• 2+ years of experience in Customer Success in a B2B SaaS environment.
• You thrive in customer-facing roles and know how to build trust, even when it takes effort.
• You're resilient and not discouraged by a slow reply or a tough question.
• You have experience working with segmented customers, including longtail or digital-first success models.
• You understand and are comfortable working toward KPIs like Customer Health Score, retention, and churn mitigation.
• You're highly organized, detail-oriented, and consistent with CRM and task management.
• You're a team player who communicates well and collaborates across departments to solve customer challenges.
• Experience with Customer Success software (e.g., ChurnZero, Gainsight, Totango) is a plus.
• Familiarity with the aviation or FinTech industry is a bonus but not required.
• Able to role model core Avinode Group values.
• You are comfortable working remotely and open to occasional travel (4-6 times per year) for team gatherings, customer meetings, or events.

You'll Succeed Here If You:

• Proactively build strong, lasting relationships that drive team and business success.
• Are naturally curious and like understanding how customers work.
• Have a strong sense of ownership and don't wait for instructions.
• Like solving problems and delivering value, not just answering questions.
• Can balance structured processes with a flexible, human-centered approach.

What do we offer you?

We are proud to offer you a workplace where we have high engagement and where creativity and curiosity is always much appreciated. Your ideas will be heard.

• Be part of a team that values performance, curiosity, and long-term growth.
• Competitive salary and benefits
• Synergy events where all Noders across meet each other to collaborate on a professional level as well as having fun which is equally as important.
• Great opportunities to develop certain skill or to learn new things with trainings. We want to support your development and dreams.

Want to join our crew?

Find more fun facts about our Noders (that's what we call ourselves) and our culture on our website. Kindly apply for this position through the "apply" button with your CV and cover letter in English as soon as possible. We are not able to accept applications via email. Please note that selections will be running continuously so don't wait to apply!

About Avinode Group

Avinode Group, owned by CAMP, offers a fully connected suite of essential B2B software to enable Business Aviation professionals through the entire workflow of managing, sourcing, and booking aircraft. Founded in the heart of Sweden in 2002, we support around 2,000 companies globally.

Our essential tools are designed to minimize stress and maximize profit for brokers and operators. The suite includes the world's leading sourcing platform for air charter, making it easy to find aircraft, book trips, and market aircraft globally. Air charter operators and flight departments are provided with a fully cloud-based fleet management system to make flight operations smoother. Our customers can rely on a hassle-free process from quoting to booking and paying with a fully integrated payment solution.

With 150+ Noders spread between Sweden and the US, our flexible and collaborative culture empowers everyone to come forward with new ideas, try them out, make some mistakes, and initiate dialogue. Avinode Group seeks candidates who thrive on exciting assignments and can collaboratively work alongside other intelligent, humorous, and dedicated co-workers. Our roots are firmly planted in our core values, which inspire us daily to exceed expectations.

Avinode Group is an equal opportunity employer and cares about having the best people for the job. We care about your skills and who you are as a person.

Want more details? Discover the value our essentials bring to our customers every day.