Responsibilities
- Take full ownership of strategic airline accounts after late-stage pre-signature, including:
- Onboarding and rollout of Longtail workflows
- Ongoing execution across active accounts
- Customer governance (weekly sessions, monthly reviews, executive alignment)
- Adoption, performance, and operational success metrics
- Renewal readiness and expansion opportunities
- Acting as the structured voice of the customer into Product and Engineering
- Establish a repeatable operating model across airline accounts
- Define and run clear customer cadences (weekly → executive level)
- Build structured onboarding and success planning frameworks
- Create visibility into risk, renewals, and expansion
- Develop templates and playbooks for future CSM hires
- Help shape how Longtail scales its customer organization
- Take ownership of active airline accounts without disruption
- Establish consistent operating cadence across customers
- Build initial success plans tied to measurable outcomes
- Identify key risks and expansion opportunities
- Be the primary point of contact from analyst to executive level
- Build credibility with Revenue Management, Pricing, and Commercial teams
- Lead both operational working sessions and strategic conversations
- Own onboarding and rollout of customer workflows
- Run weekly working sessions and monthly/QBR-style reviews
- Coordinate internally with Product, Operations, Sales and Engineering
- Build and track structured success plans with clear owners
- Monitor adoption, performance, and operational metrics
- Proactively resolve product, data, or operational friction
- Drive renewal readiness well ahead of contract timelines
- Identify and unlock expansion opportunities
- Influence commercial outcomes through strong execution
- Translate customer feedback into structured insights
- Surface patterns and priorities to Product and Engineering
Requirements
- Experience working with airlines
- Experience owning complex enterprise accounts end-to-end
- Track record of driving or influencing renewals and expansion
- Ability to operate with high autonomy in low-structure environments
Work Arrangement
Hybrid
Additional Information
- Travel required
