Customer Success Manager

About Veryon

Veryon is the leading global provider of aviation software and information services, trusted by over 5000+ customers, 75,000 maintenance professionals, and 100+ OEMs across nearly 150 countries. Our mission is to deliver smarter, predictive technology solutions, including our AI platform, Veryon AIRE that maximizes aircraft uptime and operational efficiency for the world’s most demanding aviation organizations.

At Veryon, we are an AI-forward company focused on driving innovation and efficiency through emerging technologies. We prioritize hiring individuals who embrace AI, think creatively about its application, and are excited to continuously evolve alongside it.

About the Role

The Customer Success Manager – AI & Customer Experience is responsible for managing strategic customer relationships, driving product adoption, improving retention, and identifying growth opportunities across a portfolio of customers.

This role combines traditional customer success responsibilities with a modern, AI-enabled approach to customer engagement, operational efficiency, and data-driven decision making. The ideal candidate brings strong relationship management skills, SaaS customer lifecycle expertise, and a passion for leveraging AI-powered tools, automation, and customer intelligence platforms to improve customer outcomes.

You will partner closely with Product, Engineering, Sales, Marketing, and Support teams to help customers maximize the value of Veryon’s solutions while contributing to scalable customer success processes and digital transformation initiatives.

Key Responsibilities

Customer Relationship Management & Adoption

• Manage and grow strategic customer relationships across assigned accounts.
• Drive product adoption, customer engagement, retention, and customer satisfaction initiatives.
• Develop customer success plans aligned to customer business objectives, adoption goals, and measurable outcomes.
• Serve as a trusted advisor and primary customer advocate throughout the customer lifecycle.
• Lead onboarding, implementation support, and adoption initiatives for new and existing customers.

AI-Enabled Customer Success & Operational Excellence

• Utilize AI-powered customer engagement tools, CRM systems, and automation platforms to improve communication, workflow efficiency, and customer insights.
• Leverage customer analytics, health scores, and usage trends to proactively identify risks and growth opportunities.
• Use AI-driven workflows to streamline meeting preparation, follow-ups, reporting, and customer engagement activities.
• Identify opportunities for process improvement, workflow automation, and scalable customer success operations.
• Support digital transformation initiatives focused on operational efficiency and customer experience optimization.

Cross-Functional Collaboration & Strategic Support

• Partner cross-functionally with Product, Engineering, Sales, Marketing, and Support teams to improve customer outcomes.
• Act as the voice of the customer internally by sharing customer feedback, product insights, and operational challenges.
• Support executive business reviews, customer presentations, and strategic account discussions.
• Collaborate with internal stakeholders to improve onboarding experiences, product adoption strategies, and retention programs.
• Serve as the primary escalation point for customer concerns and ensure timely resolution.

Revenue Growth & Customer Retention

• Manage renewals, retention strategies, and churn reduction initiatives.
• Identify expansion, upsell, and cross-sell opportunities aligned with customer goals and product utilization.
• Monitor customer success KPIs including adoption metrics, customer health, engagement trends, and renewal forecasting.
• Maintain accurate customer data and account activity within CRM and customer intelligence platforms.