Airship

Customer Support

• Own the end-to-end post-sales lifecycle for a portfolio of mid-to-high complexity accounts
• Lead onboarding by aligning on business objectives, defining success metrics, and establishing KPIs
• Develop and maintain structured success plans tied to measurable outcomes
• Connect product usage to business impact and communicate ROI clearly
• Deliver value reviews to both operational stakeholders and emerging executive sponsors
• Monitor customer health and proactively identify risks at least 6 months before renewal
• Build multi-threaded relationships across functional teams and begin engaging executive stakeholders
• Identify adoption gaps and drive action plans to improve usage and outcomes
• Surface expansion signals and partner with Growth Managers on readiness and positioning
• Prepare customers for renewal by ensuring value is documented, understood, and aligned to goals
• Coordinate cross-functional resources to resolve blockers and accelerate time to value
• Maintain accurate account documentation, health scoring, and lifecycle tracking

Customer Experience Manager