Why Airbox?
You’re more likely to love what you do when your work has a purpose, when it makes a real difference to the world, and when it involves protecting lives. At Airbox Systems, it will.
Here’s how:
We are driven by passion and great people who share our enthusiasm for trying to make the world a better, safer place. Our friendly team includes members with backgrounds in military, aviation and law enforcement. Our experience brings first-hand insight into frontline operations in the air and on the ground to enable cutting-edge solutions for improving situational awareness where it matters most.
At Airbox, our values are a big deal and we are proud that they drive our behaviour and culture. These principles and beliefs form a vision and a North Star that define who we are as a company internally and externally with our stakeholders and customers. Whilst we celebrate the diversity of our team members, there are certain values and attributes that we all share. Whatever your background, these are the qualities we’re looking for in the people we hire: Commitment, positive realism, ethics, accountability, humanity, quality, and delight.
Sound like you? Read on!
About the Role
We are seeking an experienced Customer Solutions Partner Team Manager to join our Revenue department’s senior leadership team. This pivotal role will lead a team of Customer Solutions Partners responsible for managing client relationships, driving product adoption, ensuring retention, and expanding revenue opportunities within our existing customer base.
Key Responsibilities
Team Leadership & Development
* Lead, mentor, and develop a high-performing team of Customer Solutions Partners
* Establish clear performance metrics and conduct regular reviews to ensure team success
* Create professional development plans for team members to support career growth
* Drive a culture of customer-centricity, accountability, and continuous improvement
* Participate in hiring and onboarding processes to build team capacities
Customer Success Strategy & Execution
* Collaborate with Revenue department leadership to define and implement customer success strategies that drive renewal and expansion
* Develop and implement best practice for customer engagement, adoption, and success
* Oversee customer retention initiatives and proactively address at-risk accounts
* Establish and maintain customer health scoring systems to identify expansion opportunities
* Partner with Sales, Marketing, Support, and Product teams to ensure aligned customer experiences
Revenue Growth & Retention
* Meet or exceed team renewal rate and expansion revenue targets
* Work with team members to identify upsell and cross-sell opportunities within accounts
* Develop strategic account plans for key customers to maximise lifetime value
* Analyse customer data to identify trends and opportunities for revenue growth
* Report on key performance indicators to senior leadership, including churn risk, expansion opportunities, and customer satisfaction metrics
Process Optimisation
* Refine customer success processes, playbooks, and methodologies to increase efficiency
* Implement scalable solutions that enable the team to effectively manage increasing customer loads
* Utilise customer success platforms and tools to optimise workflows and reporting
* Contribute to product feedback loops to ensure customer needs influence roadmap decisions
What You’ll Bring
Required:
* Extensivedirect customer success experience in a B2B SaaS environment
* Strong people management experience, with proven ability to build and lead high-level performing teams
* Experience managing enterprise-level customer relationships
* Demonstrated track record of exceeding retention and expansion revenue targets
* Strong understanding of customer success methodologies and best practices
* Experience with customer success platforms and tools (e.g. Gainsight, Totango, Salesforce, etc.)
* Excellent communications and relationship-building skills at all organisational levels
* Data-driven approach to decision making and performance management
Preferred
* Background in tech used by emergency services and/or public sector or with similar tech solutions
* History of scaling customer success teams during company growth phases
* Knowledge of change management principles and methodologies
What We Offer
* The chance to work with a passionate team, enthusiastically collaborating every day to achieve big goals.
* A dynamic, flexible and fun scale-up work environment.
* 26 days of holiday per year plus public holidays.
* Private medical coverage with Bupa.
* Pension scheme, offering up to 6% matching contribution.
* Up to 20 Nomad Working Days per year.
* Personal Development Budget.
* Electric Car Scheme.
Flexible & Hybrid Working Locations:
Work in a way that’s best for you, whether that is in the office… or not.
Work better from home? Not a problem. Prefer the office? Come on down. We have a mandatory in-office Town Hall day each spring and autumn (two days yearly) during which the entire business gets together. When you visit the office, you won’t find rows and rows of desks. You’ll meet colleagues on walking pads, planning sessions over a game of tennis table or grabbing bean bags in our “Quality” collaborative space. We love (and live) our values so much that we named our meeting spaces after them!
You can also flex your working hours to fit your life. Most colleagues work the core 9am to 5pm but feel free to log in as you prefer between 7am and 7pm. Whether you’re fitting in a spin class or finishing the school run, you have the flexibility for whatever matters most. All we ask in return is that you produce great work. But then again, when you’re working with passionate people, the best tends to come out naturally.
A Note for Recruitment Agencies:
We appreciate you but in this instance we will not be reviewing unsolicited CVs. We only accept CV submissions for roles briefed to agencies by our Talent Acquisition team. Please don’t pull the attention of our Support team away from servicing our customers.
If you would like to work with us, please send a message to hr@airboxsystems.com and we’ll get back to you.
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