Account Manager; Customer

Overview

Trust Flight is a global provider of mission-critical digital platforms that power safety, compliance, and operational performance across aviation. Our technology helps aviation organisations manage complex workflows required to operate safely and meet regulatory obligations — replacing manual processes and legacy tools with connected digital operations. The Trust Flight platform includes three core products:
Centrik (safety, quality, and compliance management), Tech Log (digital aircraft technical records and logbooks), and Smart Docs (controlled documentation and operational manuals). We also offer advisory, training, and operational support through our aviation services businesses — Baines Simmons, Redline, and Kenyon. Today, over 200,000 users rely on Trust Flight systems daily across airlines, MROs, airports, and regulators worldwide.

• Location:
  
  UK
• Compensation Structure: 80% base / 20% variable tied to renewals and account growth
• Focus:
  Customer retention, expansion, and Net Revenue Retention (NRR)
• Customers:
  Airlines, airports, MROs, cargo operators, and aviation regulators
• Product Portfolio:
  Aviation safety, compliance, and operational software platform

The Account Manager is responsible for the health, growth, and long-term success of Trust Flight’s existing customer base. You will own a portfolio of accounts after the initial sale, building strong relationships, driving product adoption, and developing the commercial momentum that turns an initial contract into a long-term partnership.

This is a commercially accountable role. You will carry targets for renewals and net revenue retention, with responsibility for protecting existing ARR and growing it through expansion — whether through additional modules, increased user seats, or introducing customers to the wider Trust Flight portfolio.

You will work closely with the Account Executive team, Marketing, Product, and Services teams that support customers throughout their lifecycle. This role reports to the VP, Sales.

• Own a defined portfolio of Trust Flight accounts from contract signature through to renewal and beyond, serving as the primary commercial and relationship contact for each account.
• Manage renewals proactively: understand each account’s contract timeline, anticipate risk early, and ensure the commercial conversation is well managed.
• Identify and develop expansion opportunities within existing accounts, including additional products, increased user seats, and services engagements; collaborate with internal teams to close these opportunities.
• Conduct regular, structured business reviews with key stakeholders (Directors of Safety, Heads of Compliance, Quality Managers, Continuing Airworthiness Managers, VP Operations) focusing on adoption and outcomes.
• Monitor account health: track product adoption, identify early signals of dissatisfaction or underutilisation, and intervene proactively.
• Develop a deep understanding of each customer’s operational context and regulatory environment to align Trust Flight’s roadmap with their priorities.
• Collaborate with AE, Product, and Services teams to ensure customers derive maximum value from the portfolio.
• Build multi-threaded relationships across safety, operations, compliance, IT, and leadership to ensure resilience to personnel changes.
• Maintain accurate account records, renewal forecasts, and expansion pipeline in Hub Spot, with clear visibility at every stage.
• Represent Trust Flight at industry events and support customers in sharing their success stories.
• Travel regularly to client sites and industry events as needed.

• Renewing contracts on time while protecting existing ARR.
• Consistently growing net revenue retention (NRR) through expansion and cross-sell opportunities.
• Building trusted relationships where customers proactively engage with you on operational challenges.
• Positioning Trust Flight as a long-term platform partner.
• Maintaining accurate forecasting and visibility into renewal and expansion opportunities.
• Top performers combine commercial discipline with genuine empathy for customers’ operational worlds.

All…