Overview
TrustFlight is a global provider of mission-critical digital platforms that power safety, compliance, and operational performance across aviation. Our technology helps aviation organisations manage complex workflows required to operate safely and meet regulatory obligations — replacing manual processes and legacy tools with connected digital operations. The TrustFlight platform includes three core products: Centrik (safety, quality, and compliance management), Tech Log (digital aircraft technical records and logbooks), and Smart Docs (controlled documentation and operational manuals). We also offer advisory, training, and operational support through our aviation services businesses — Baines Simmons, Redline, and Kenyon. Today, over 200,000 users rely on TrustFlight systems daily across airlines, MROs, airports, and regulators worldwide.
Role Snapshot
* Location: UK
* Compensation Structure: 80% base / 20% variable tied to renewals and account growth
* Focus: Customer retention, expansion, and Net Revenue Retention (NRR)
* Customers: Airlines, airports, MROs, cargo operators, and aviation regulators
* Product Portfolio: Aviation safety, compliance, and operational software platform
Your Role
The Account Manager is responsible for the health, growth, and long-term success of TrustFlight’s existing customer base. You will own a portfolio of accounts after the initial sale, building strong relationships, driving product adoption, and developing the commercial momentum that turns an initial contract into a long-term partnership.
This is a commercially accountable role. You will carry targets for renewals and net revenue retention, with responsibility for protecting existing ARR and growing it through expansion — whether through additional modules, increased user seats, or introducing customers to the wider TrustFlight portfolio.
You will work closely with the Account Executive team, Marketing, Product, and Services teams that support customers throughout their lifecycle. This role reports to the VP, Sales.
What You'll Be Doing
* Own a defined portfolio of TrustFlight accounts from contract signature through to renewal and beyond, serving as the primary commercial and relationship contact for each account.
* Manage renewals proactively: understand each account’s contract timeline, anticipate risk early, and ensure the commercial conversation is well managed.
* Identify and develop expansion opportunities within existing accounts, including additional products, increased user seats, and services engagements; collaborate with internal teams to close these opportunities.
* Conduct regular, structured business reviews with key stakeholders (Directors of Safety, Heads of Compliance, Quality Managers, Continuing Airworthiness Managers, VP Operations) focusing on adoption and outcomes.
* Monitor account health: track product adoption, identify early signals of dissatisfaction or underutilisation, and intervene proactively.
* Develop a deep understanding of each customer’s operational context and regulatory environment to align TrustFlight’s roadmap with their priorities.
* Collaborate with AE, Product, and Services teams to ensure customers derive maximum value from the portfolio.
* Build multi-threaded relationships across safety, operations, compliance, IT, and leadership to ensure resilience to personnel changes.
* Maintain accurate account records, renewal forecasts, and expansion pipeline in HubSpot, with clear visibility at every stage.
* Represent TrustFlight at industry events and support customers in sharing their success stories.
* Travel regularly to client sites and industry events as needed.
What Success Looks Like
* Renewing contracts on time while protecting existing ARR.
* Consistently growing net revenue retention (NRR) through expansion and cross-sell opportunities.
* Building trusted relationships where customers proactively engage with you on operational challenges.
* Positioning TrustFlight as a long-term platform partner.
* Maintaining accurate forecasting and visibility into renewal and expansion opportunities.
* Top performers combine commercial discipline with genuine empathy for customers’ operational worlds.
What You'll Bring
All candidates should be able to demonstrate:
* A proven track record in account management, customer success, or renewal sales with measurable outcomes for upper mid-market and enterprise customers.
* Ability to build trusted, multi-threaded relationships within complex organisations across operational, technical, and executive stakeholders.
* Strong commercial instincts to identify expansion opportunities and build business cases.
* High learning agility and curiosity; willingness to build knowledge across a broad portfolio with support from TrustFlight.
* Collaborative working style and ability to partner with AEs, Marketing, Product, and Services teams.
* Gravitas to maintain credibility with aviation professionals over multi-year relationships.
* Proactive communication; customers should not be surprised by renewals, product changes, or status shifts.
* Excellent written and verbal English; additional languages are a plus.
* Willingness to travel to client sites and industry events.
Nice to Have
* Experience with safety, quality, or compliance software
* Existing relationships within commercial aviation, business aviation, MRO, or airport operations
* Experience with regulated or mission-critical software environments
Equal Opportunity
TrustFlight is an equal-opportunity employer. All candidates will be considered without regard for race, nationality, colour, religion, gender, gender identity and expression, sexual orientation, disability, neurodiversity, veteran status, age, or other legally protected characteristics.
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