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.

Role Overview:

The Customer Success Manager acts as a key member of the customer team, reporting to the Head of Onboarding and Customer Success. This role is critical to ensuring customer satisfaction and retention. The successful candidate will have a proven track record in start-up/scale-up environments and will be responsible for onboarding and supporting product adoption within our existing account base.

Key Performance Indicators (KPIs):

Sales and Customer Metrics:

• Time to Value/Go Live

• Churn Rate

• CSAT / NPS

• Customer Health Score

Key Responsibilities:

1. Be the customer champion within Airbox and the Airbox champion to the customer.

2. Develop and build deep relationships with customer programme managers and operators, and develop them into Airbox champions and advocates.

3. Deliver onboarding to new customers and ongoing training in line with service agreements

4. Work closely with the Key Account Managers to share where there are account risks or opportunities identified

5. Identify and action opportunities for proactive outreach where there are indicators for account risks and opportunities (for example user inactivity, product adoption opportunities)

6. Acquire a thorough understanding of market and customer needs and requirements reflecting this internally to develop and enhance our products.

7. Responsible for the sign off and management of delivery time frames for the Client Assessment and Deployment Profiles, ensuring they fit in with agreed KPIs and contractual agreements.

8. Responsible for the coordination of internal teams across the business to deliver professional services (where applicable) on time and within budget.

Experience:

• Proven experience leading growth in a start-up/scale-up tech company

• Preferably experienced in the public sector

• Demonstrated success as a Customer Success Manager

• Experience in a high-growth environment

Key Attributes:

• Dynamic: Able to thrive in a fast-paced, rapidly changing environment and drive results

• Strong Communicator: Excellent communication skills, with the ability to effectively engage with stakeholders at all levels

• Executive Presence: Demonstrates confidence, credibility, professionalism, and the ability to influence and inspire others

• Strategic Thinker: Able to develop and execute strategic plans that align with company goals

• Customer-Centric: Passionate about delivering exceptional customer experiences and building long-term relationships

• Results-Oriented: Focused on achieving targets and driving business outcomes

What We Offer:

• Salary Range: £32,000 - £35,000pa

• 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 in addition to a yearly Wellbeing Allowance.

• Pension scheme, offering up to 6% matching contribution.

• Up to 20 Nomad Working Days per year.

• Personal Development Budget.

• Electric Car Scheme.

• Company socials, including Christmas and Summer parties alongside activities and gifts throughout the year.

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.

Connect with us: Interested in the role, or Airbox in general, but you don’t meet 100% of the requirements? We’d love to hear from you! We encourage you to connect with us here; we’d be excited to see if your unique skill set and experience could be a match for future roles.

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.

Airbox is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.