About this role
The aviation operators who adopt Navlyt are not professional software buyers. They are Directors of Operations who are also scheduling flights, reviewing weather, and answering client calls. Getting them to successful adoption requires patience, domain knowledge, and the ability to explain both software concepts and regulatory context in the same conversation.
We are looking for a Customer Success Manager who has either worked in aviation operations or has a genuine passion for understanding how charter operations work — and who can translate that into clear, supportive customer relationships.
What you will do
- Own the onboarding process for new Navlyt operators: from first login through compliance calendar populated and first audit report generated
- Conduct concierge onboarding sessions for operators who need hands-on guidance (video call, screen share)
- Monitor product usage data to identify operators who are not getting value and proactively reach out
- Build onboarding resources: video walkthroughs, help documentation, operator guides for each product module
- Manage the support queue for compliance and CRM questions — escalate to engineering for bugs, resolve domain questions directly
- Collect and document feature requests from operators and relay them to the product team with context
- Conduct quarterly check-ins with Growth and Pro plan operators to review their compliance score and identify expansion opportunities
- Identify and develop case study candidates from successful operators
What we are looking for
- 2 or more years in a customer success, account management, or technical support role for B2B SaaS
- Strong written and verbal communication skills — you will be on video calls with operators who are stressed about compliance
- Ability to learn complex domain knowledge quickly and explain it clearly
- Organized and self-directed — you will manage many operator relationships simultaneously
Nice to have
- Aviation operations background: dispatcher, operations coordinator, flight scheduling, or Part 135 management experience
- Familiarity with FAA Part 135, Transport Canada, or EASA regulatory frameworks
- Experience with compliance, legal, or regulatory SaaS products
- Experience using Intercom, HubSpot, or similar CS tools
About Navlyt
Navlyt is building the compliance and operations SaaS platform for charter operators worldwide. We replace spreadsheets and binders with practical software that keeps teams audit-ready.
We are a remote-first team shipping product fast in a high-trust environment where domain expertise and engineering quality matter.
Apply for Aviation Customer Success Manager
We review every application carefully and respond within 5-7 business days.