Digital Customer Success Manager

About the role

Edinburgh Airport is Scotland’s largest airport, welcoming 17 million passengers a year. A significant part of the airport’s commercial success to date has been its emphasis on innovation, which makes it a dynamic and stimulating place to work.

Edinburgh Airport's Digital Team is a small, distributed team focused on using technology to create great experiences that help make travel better and to optimise online revenue. Our products include passenger-facing websites, internal tools to help operations run smoothly and efficiently, and our AirportX eCommerce platform, which we are selling to other airports globally as software as a service (SaaS). To help us achieve our goals, we’re expanding the team.

As our Digital Customer Success Manager, you will lead the customer relationship after contract signature, coordinating onboarding, adoption, account performance and growth whilst drawing on Product and Delivery teams for specialist technical and operational support.

You can find out more about the team here

The recruitment process for this role will be comprised of at least two stages. The first interview stage will be a Teams call, designed to bring your application to life, discuss your experience and interest in the role. For successful candidates, the second interview will be in person, with competency, values and technical based questions to further understand your experience and suitability for the role.

Please note, depending on the volume of applications, the recruitment process for this role may change. Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest.

We are committed to supporting diverse ways of thinking and working, so if you require adjustments in the recruitment process, please let us know on your application. You can find out more about our interview process here.

• Own the customer facing onboarding plan from contract handover through implementation, go-live, and transition into ongoing account management
• Communicate the integration plan, work with customers to find out any unknowns or non-standard requirements, maintaining a clear customer success plan for each account
• Help the customer understand the benefits of AirportX, features and functionality, and why we have built it as we have
• Structured quarterly reviews focused on performance, roadmap updates, and strategic growth.
• Proactively monitor account performance and identify growth opportunities, establishing objectives, key stakeholders, success measures and adoption targets
• Coordinate customer issues and escalations, ensuring clear ownership and satisfactory resolution, working with the appropriate teams
• Host training sessions – engine, pricing, pre-book and develop a good knowledge of the system
• Feed structured customer insight into product roadmap discussions
• Identify early warning signs of churn or dissatisfaction, manage appropriate escalations, and own feedback loops and action plans following customer feedback
• Maintain customer health assessments covering usage, performance, sentiment, support issues and commercial risk.
• Champion the customer internally across Product and Delivery
• Support the Business Development Manager

We’re looking for a candidate from a customer success, account management, implementation, digital commerce, product delivery or another relevant customer-facing environment. More important than a particular job title is evidence that you can build trusted relationships, organise complex work and turn customer insight into action.

• Experience in customer success, account management, implementation, SaaS, digital products or a comparable customer-facing role.
• Experience managing relationships with multiple stakeholders.
• Experience delivering presentations, reviews and training.
• Experience interpreting commercial or product-performance data.
• Experience coordinating projects or implementations.
• Experience working with product, technical or delivery teams.

• Excited by the…