Posted 2 days ago
Customer Success Manager
@ Portside, Inc.
Toronto, Ontario
Overview
Portside, Inc. is hiring a full-time Customer Success Manager to own a book of mid-market aviation software accounts through a digitally led model. The role runs automated onboarding, renewal and training journeys and steps in personally when health signals show risk. The posting states a competitive base salary and fully remote work.
Responsibilities:
- Oversee automated onboarding, cadence and renewal journeys across a mid-market book
- Use health and usage data to spot at-risk accounts and step in personally
- Run quarterly group trainings and webinars and maintain the knowledge base
- Handle escalations and partner with Sales on renewals and expansion
- Contribute to voice-of-customer programs and share feedback with Product
Requirements summary:
- 5+ years in a customer-facing SaaS role
- Experience in a scaled, tech-enabled Customer Success model
- Strong analytical skills to interpret usage and health data
- Strong people skills and escalation handling
- Bachelor's degree or equivalent practical experience
Tools & skills
Source and dates
Employer career site / ATS feed · rippling
- Employer posting date
- 2026-11-04
- First seen by our source
- 2026-11-04
- Source record updated
- 2026-11-04
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 5+ years |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Education | Bachelor’s degree (required) |
| Perks mentioned | Generous paid time off |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Portside, Inc.
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Portside is a leading provider of advanced aviation software solutions for the global aviation industry.
Full company description
Portside is a fast-growing software company providing an operating system for business aviation. With over 1,000 customers and over 10,000 aircraft on the platform, Portside is the go-to solution for operators of business, government, military, helicopter, charter, fractional and medevac fleets worldwide. We are offering a number of integrated solutions to address industry pain points and have been growing 3-4x annually over the past 3 years. We are a fully-distributed team of ~ 100 business aviation enthusiasts with a passion for building great products that support one of the most dynamic and rapidly evolving industries.
- LinkedIn followers
- 17,841
- People associated on LinkedIn
- 214
- Reported office locations
- 201 Mission Street, Suite 2350, San Francisco, California 94105, US
- Business categories
- Air Transportation
- Software
- Transportation
- Analytics
- Aerospace
- Other recorded names
- Portside
- Specialties
- Business Aviation Software
- Aircraft Management Software
- Aircraft Management Company Software
- Corporate Flight Department Software
- Aircraft Owner Portal
- and Fractional and Jet Card Operator Software
- Profile identifies a recruitment agency
- No
- Reported total investment
- 67,273,880
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Portside is a fast-growing software company providing an operating system for business aviation. With over 1,000 customers and over 10,000 aircraft on the platform, Portside is the go-to solution for operators of business, government, military, helicopter, charter, fractional and medevac fleets worldwide. We are offering a number of integrated solutions to address industry pain points and have been growing 3-4x…
| Field | Value |
|---|---|
| Industry | Software Development |
| Company size | 201-500 employees |
| Headquarters | San Francisco, California |
| Organization type | Privately Held |
| Year founded | 2017 |
| Specialties | Business Aviation SoftwareAircraft Management SoftwareAircraft Management Company SoftwareCorporate Flight Department SoftwareAircraft Owner Portaland Fractional and Jet Card Operator Software |
| Open jobs on Jobsy | 1 |
| View page |
About Portside
Portside is a leading provider of cloud-based software solutions for the global aviation industry. Our platform powers critical operations across business aviation, regional airlines, and aircraft leasing & finance, helping over 1,000 aviation organizations streamline operations, improve decision-making, and operate more efficiently.
Backed by leading technology investors Vista Equity Partners and Insight Partners, Portside is entering an exciting phase of growth. We are expanding our platform, investing in AI driven innovation, and building a global team focused on shaping the future of aviation technology.
Job Summary
As a Customer Success Manager, you will own a book of mid-market accounts through a scaled, digitally led motion. You will run and continuously improve automated journeys for onboarding, cadence, training, renewal, and expansion, and step in personally when customer signals show an account needs attention.
You will work closely with Sales, Product, Marketing, and Support, using health and usage data to decide where your time matters most and resolving escalations with sound judgment. The ideal candidate has managed a large mid-market book in a tech-enabled Customer Success model and uses data and automation to extend their reach.
Key Responsibilities
- Onboarding: Oversee the guided, digitally led onboarding experience, including the automated hand-off from Sales, persona-based journeys, and onboarding checklists. Step in when a customer stalls or misses a milestone.
- Cadence: Maintain templated, auto-tracked success plans across your book and oversee automated quarterly business reviews, refining content and triggers based on performance.
- Health and risk: Lead signal-driven health reviews. Use usage, engagement, and support data to spot at-risk accounts early and decide which need a personal touch.
- Training: Run quarterly group trainings and webinars, and keep the knowledge base and recorded training library accurate and aligned with product releases.
- Renewal: Oversee the automated 120-day renewal outreach. When signals escalate an account, take ownership, resolve the underlying issues, and partner with Sales to protect the renewal.
- Expansion: Manage automated lifecycle campaigns, host open office hours, and support self-service onboarding for newly adopted products. Pass qualified opportunities to Sales.
- Digital adoption: Deliver prescriptive adoption journeys that guide customers toward the features and outcomes that matter most to them, and flag friction points to Product.
- Voice of customer and advocacy: Contribute to scaled voice-of-customer programs and share feedback trends with Product, Sales, and Support. Identify strong candidates for testimonials, case studies, referrals, and community advocacy.
- Escalations and product expertise: Handle escalations across your portfolio with strong judgment and people skills, drawing on deep knowledge of Portside's products and technology to advise customers and troubleshoot issues.
Qualifications
- 5+ years in a customer-facing role at a SaaS company, including experience in a scaled, tech-enabled Customer Success model managing a book of mid-market accounts
- Demonstrated experience using technology and automation to extend reach and efficiency across a large book of business
- Strong people skills, with a track record of effectively handling and resolving customer escalations
- Strong analytical skills, able to interpret usage data and health signals to prioritize where to step in
- Excellent communication, relationship-building, and problem-solving skills, including comfort leading group trainings and webinars
- Bachelor's degree or equivalent practical experience
- Commercial experience (e.g., upsell, cross-sell, or quota-carrying) would be a strong plus
- Experience with AI-powered Customer Success tools would be a strong plus
- Experience in aviation, aerospace, or an adjacent industry, or a genuine passion for aviation, would be a strong plus
What We Offer
- Competitive base salary
- Fully remote work
- Generous time off policy
- Health, dental, and vision insurance
- Opportunities for professional development and career advancement.
- Dynamic, collaborative, and fast-growing work environment.
Portside is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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