Polaris Aero · 1 week ago
Customer Success Specialist
United States
Full-time
Remote
Entry Level
1+ years expPolaris Aero is an innovative aviation software company specializing in risk analysis and safety management systems. The Customer Success Specialist is responsible for ensuring customers realize maximum value from the product, leading to high adoption, retention, and expansion by guiding them through their entire lifecycle.
AerospaceRisk ManagementSoftwareTraining
Responsibilities
Proactive Engagement: Regularly monitor customer health scores, usage data, and engagement patterns to identify at-risk customers and intervene proactively
Build Relationships: Serve as the primary point of contact for a portfolio of customers, fostering strong, long-lasting relationships built on trust and mutual success
Success Planning: Work with customers to refine their desired business outcomes and create a Success Plan that outlines how our product will help them achieve those goals
Manage Renewals & Upsells: Drive contract renewals and identify opportunities for upsells or expansion within existing accounts, collaborating closely with the Territory Sales team as needed
Product Expertise: Become an expert in our SaaS platform, enabling you to effectively troubleshoot basic issues and demonstrate advanced features, or seek appropriate help
Voice of the Customer: Collect, synthesize, and advocate for customer feedback to the Product and Engineering teams to influence the product roadmap
Resource Creation: Help Marketing to develop, maintain, and distribute customer-facing resources, such as help articles, Case Studies, Testimonials, video tutorials, and best practice guides
Support Hand-off: Serve as a bridge between the customer and our Technical Support team for more complex technical issues, ensuring swift resolution and clear communication
Sales Enablement: Coordinate with the Territory Sales Executives during the pre-sales process by adding product expertise, joining discovery calls as needed, and informing them of upselling to clients within their territory
Qualification
Required
Experience: 1-3 years of experience in a customer-facing role (e.g., Customer Success, Account Management, or B2B Support), preferably within a SaaS company
Communication: Exceptional written and verbal communication skills with the ability to clearly articulate complex technical information to non-technical users
Empathy & Problem-Solving: A genuine passion for helping customers succeed and a strong ability to listen, troubleshoot, and solve business problems
Data Literacy: Comfortable using CRM (e.g. Salesforce) to manage customer data and track key metrics (e.g. ARR, Churn)
Preferred
Familiarity with Business Aviation Operations and/or Safety Management processes is a plus
Experience with CRM systems (e.g. Salesforce.com) and procurement processes is also desired
Experience working in a small, fast-paced, or startup environment
Company
Polaris Aero
Polaris Aero is a safety management platform that provides real-time flight risk assessment and safety analysis for the aviation industry.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Tim Medora
Chief Technical Officer
Recent News
2025-10-13
Company data provided by crunchbase