Customer Account Manager

• We’re looking for a Customer Care Manager to join our growing team. This role is perfect for a dynamic, driven professional who’s passionate about creating exceptional customer experiences and making a tangible impact across customer support, implementation, and shaping the product roadmap through customer insights
• Success in this role depends on the ability to collaborate effectively with both internal teams and client stakeholders to meet project objectives, improve operational processes, and consistently deliver exceptional value to customers
• Reports to the Commercial Director of the LBA team
• Manage and support customer onboarding and software implementation projects from start to finish
• Provide first-level support to our clients by triaging incoming support tickets, gathering necessary information, and ensuring timely escalation and resolution
• Serve as a primary point of contact for customers during implementation and ongoing usage. Deliver training sessions, resources, and documentation to ensure customers are fully enabled
• Monitor and track customer success metrics, identifying opportunities to improve satisfaction and adoption
• Gather and analyze customer feedback, feature requests, and usage trends. Collaborate with Product and internal teams to translate customer insights into actionable product recommendations
• Support product roadmap planning by providing data-driven input from customer interactions
• Work closely with Sales, Support, Product, and Operations teams to ensure a seamless customer experience
• Assist in coordinating internal resources to meet project deadlines and client expectations. Identify process improvements across implementation, support, and product engagement workflows
• Maintain accurate records of customer interactions, project status, and feedback
• Help develop internal knowledge base articles, FAQs, and best practices. Foster strong relationships with clients, promoting trust, satisfaction, and long-term retention

Benefits

• Generous Paid Time Off
• 11 Paid Holidays
• Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution
• 401k with employer match which immediately vests
• Annual Company Bonus
• Career growth and mentoring opportunities as a smaller business unit within the Volaris Group
• Tuition Reimbursement Program
• Employee rewards and recognition programs
• Optional Employee Stock Purchase Program with company match
• Pet insurance
• TicketsatWork program, discounted entertainment tickets to movies, sporting events, hotels, live performances, etc
• Referral bonuses
• Employee engagement events
• Flexible remote work arrangements

• The ideal candidate brings a strong combination of project implementation experience, customer support expertise, and training capabilities, along with prior experience working within a software company.
• 2+ years of experience in Customer Success, Implementation, Project Coordination, or Customer Support within a software/SaaS environment Proven experience supporting software implementations, onboarding, or rollouts
• Strong ability to gather, synthesize, and communicate customer feedback to inform product roadmap discussions
• Ability to manage end to end support process including triage of support tickets and working closely with technical colleagues and clients to resolve tickets in a timely manner
• Excellent communication and interpersonal skills, with the ability to work effectively with client stakeholders at various levels
• Experience delivering or supporting customer training, documentation, or enablement materials
• Strong organizational and project coordination skills, with the ability to manage multiple priorities simultaneously
• Experience troubleshooting complex software issues and working closely with Engineering and Product teams to drive resolution
• Strong technical aptitude with the ability to understand software architecture, system workflows, APIs, integrations, and data flows
• Comfortable working with CRM and customer success tools (e.g., Salesforce, Zendesk, or similar)
• Proven experience in customer success, project implementation, or onboarding within a software/SaaS environment
• Collaborative spirit and comfort working cross-functionally with Product, Support, Sales, and Operations
• Experience working with APIs, integrations, databases, or other technical systems is considered a strong asset
• Flexibility in managing your role and key requirements of the role with an ability to adapt to changing priorities and business needs
• A customer-first mindset and passion for creating exceptional client experiences
• Strong ability to gather, synthesize, and communicate customer insights to inform product decisions
• Highly organized, proactive, and detail-oriented, with the ability to manage multiple projects simultaneously
• Excellent communication, presentation, and interpersonal skills to engage with clients and internal teams
• Strong technical aptitude with the ability to understand software applications, troubleshoot customer issues, analyze system behavior, and effectively communicate with technical and non-technical stakeholders