Customer Success Manager

Job Title: Customer Success Manager

Company: Oases (Commsoft)

Location: United Kingdom (Remote)

Type: Full-Time

Reporting to: Senior Customer Success Manager

OASES.aero is a leading SaaS platform specializing in maintenance and engineering software for the aviation industry. We empower our customers with innovative, efficient, and scalable solutions that enhance operational performance. As we continue to grow, we are looking for a proactive and customer-focused Customer Success Manager to join our team and help drive customer satisfaction, retention, and adoption.

The Role

As a Customer Success Manager, you will be the primary point of contact for a portfolio of customers based in Europe, ensuring they receive timely and effective support. You will play a key role in managing escalations, collaborating with internal teams, and ensuring customers maximize the value of OASES. We are looking for someone who is not just passionate about customer success but also forward-thinking about AI and tech—someone who believes in the power of automation and innovation to improve workflows, enhance efficiency, and create a seamless customer experience. This role requires occasional travel to meet customers and attend industry events.

Key Responsibilities

• Serve as the primary point of contact for our European customers.
• Monitor customer health metrics and proactively address challenges to drive retention. Support software releases by providing guidance and communication to customers. Utilise ticketing systems like Jira to track and manage customer issues.
• Use platforms such as Salesforce and Monday.com to manage customer interactions and workflows.
• Collaborate with internal teams, including product, support, and development, to advocate for customer needs.
• Conduct regular business reviews and support training sessions to drive adoption. Identify upsell and expansion opportunities by understanding customer requirements. Adapt to a fast-changing environment, ensuring flexibility in managing customer needs and internal processes.
• Help the team with the adoption of AI and automation within our processes, helping customers leverage new technologies.

• Previous experience in Customer Success, Account Management, or a related field in a SaaS business.
• Experienced using Customer Success tools, including Jira, Salesforce, and Monday.com.
• Strong ability to build and maintain customer relationships.
• Excellent communication and presentation skills.
• Analytical mindset with experience in tracking customer engagement and success metrics.
• Ability to adapt to evolving business needs and customer expectations.
• Willingness to travel occasionally for customer meetings and industry events.
• Understands AI and Automation.
• Legally authorised to work in the UK.

For more information about Oases, please visit our website at https://www.oases.aero/

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.