Envoy Air

Customer Success Manager

• Act as the main point of contact for LocID-related technical inquiries across all regions and time zones
• Support global customers with occasional off-hours flexibility to meet the needs of international partners
• Provide responsive, clear, and helpful support to clients via email, calls, and virtual meetings
• Collaborate with Engineering, Product, and Data teams to troubleshoot, escalate, and resolve technical issues
• Work with Sales and Marketing to strategize on client retention, re-engagement, and upsell opportunities
• Proactively monitor client usage and engagement trends, identify drop-off risks, and take action to re-engage or resolve concerns
• Assist with onboarding and implementation as needed, helping clients successfully adopt and integrate LocID
• Monitor client usage and proactively follow up to ensure engagement and satisfaction
• Identify opportunities to grow the business by uncovering future commercial and sales prospects
• Maintain detailed logs of client interactions, resolutions, and trends to drive continuous improvement
• Develop FAQs and documentation to streamline support and reduce response times
• Gather feedback and feature requests from clients, serving as their internal advocate
• Help shape scalable client success processes as the product and team grow

Technical Client Success Manager