Customer Success Manager

At Aiir, we are developing cutting-edge Computer Vision and AI solutions for the aircraft maintenance industry, serving MROs, Leasing companies, and Airlines globally. Our vision is to deliver the best engine inspection experience, making AI enhance human lives. We’re on a mission to become the central platform for all engine inspection needs.

**About Your Role**:
We are seeking a dynamic Customer Success Manager (CSM) with exceptional soft skills, tech-savviness, and the ability to navigate Enterprise organizations to ensure client success and satisfaction. A genuine interest in emerging technologies and an early adopter mindset is a must. As our Technical CSM, you'll be the primary client contact, ensuring they maximize value from our solutions. You'll use your soft skills and technical expertise to drive adoption, troubleshoot, and collaborate internally to enhance the customer experience across stakeholder levels. We are an innovative and fast-moving AI (Artificial Intelligence) aviation software company located in Amsterdam, but with a remote first strategy; so really you can be working from almost anywhere

**The Job**:
You will be working closely with our clients and internal teams to bring about the best AI-assisted jet engine inspection customer experience for airlines, leasing companies, and borescope inspectors across the world and set the industry standard. You will act as the main liaison between clients and internal teams for smooth onboarding and ongoing engagement. This includes providing technical guidance and support, helping clients integrate and optimize our solutions. You will proactively understand client needs, anticipate challenges, and offer solutions to enhance their experience. You will also document use cases for success stories and communicate them to client stakeholders. A key part of your role will involve conducting product demonstrations, training, and technical workshops. You will collaborate with engineering, product, and support teams to resolve technical issues and improve offerings, and monitor customer usage and feedback, providing insights for satisfaction and retention strategies. You will develop and maintain strong client relationships through regular check-ins and advocate for customer needs internally to shape product roadmaps. Finally, you will document customer interactions, issues, and resolutions in CRM tools.

**What You Bring to the Team**:

- You, be yourself, we value the diversity you bring to the team.
- You have a hands-on attitude and you look for pragmatic solutions.
- 7+ years in a customer-facing technical role (e.g., Customer Success, Technical Support, Solutions Engineering).
- Fluency in English (written and verbal).
- At least 4 years of proven experience working with and navigating large Enterprise client organizations.
- Demonstrated ability to grow and retain enterprise accounts.
- Strong problem-solving, analytical, and technical mindset.
- Excellent communication, presentation, and interpersonal skills, including explaining complex technical concepts clearly to non-technical users.
- Highly organized, able to manage multiple client accounts and priorities.
- Experience in startups, consulting, or similar fast-paced, evolving environments, with an ability to navigate uncertainty.
- Empathy, patience, and a customer-centric mindset.
- Proficiency in additional global languages (e.g., French, German, Spanish, Arabic) is a strong plus.
- Experience in the aviation industry (MRO, Airlines, Leasing) or selling Saas, cloud or tech solutions into this sector is highly advantageous.
- Familiarity with coding/scripting (e.g., JavaScript, Python) is a plus.

**What We Offer**:

- Opportunity to work with state-of-the-art AI products that solve real-world customer problems.
- An international and involved global customer base.
- Working in an international environment, with an energetic and enthusiastic team that is capable, takes ownership and is hungry for growth and knowledge.
- Working with us gives you the opportunity to shape and fine-tune the technologies and to make an impact on the success of the company.

**What You’ll Gain**:
At Aiir you choose the location you work from, that can be from home or at our Amsterdam office. To support this we work in a customized virtual office, and provide high-end company laptops and office equipment when needed.

Further details about the job and the perks:

- 40 hours per week.
- Flexible working arrangements.
- Remote first, work from home ideally within 2 time zones from Amsterdam.
- 26 days of paid holiday leave per year.
- Budget for traveling to our Amsterdam office and customers.
- Quarterly company-wide and team events.
- Regular personal coaching sessions.
- Education & training budget.
- Home office budget
- Computer of your choice

**About Aiir**:
At Aiir we are building the leading inspection & assistive reporting solution for all Aviation Engine Inspections. We’re on a mission to become the c