Air is the first Creative Ops platform: a system of record for creative teams. Our product automates the mindless tasks that creatives and marketers do every day to manage content, unlocking creativity through image recognition, automated versioning, and approval workflows. Air launched in March 2021 and is backed by world-class venture capital firms including Tiger Global, Headline Ventures, Lerer Hippeau, WndrCo, and Slack Ventures.

Location: NYC or Toronto

This is a hybrid role requiring in-office attendance at least 3 days/week.

The Role

As a Customer Success Manager at Air, you’ll own a book of business, driving product adoption, expansion, renewals, and customer advocacy. You’ll act as a strategic partner to our customers, ensuring they achieve maximum value from Air while growing revenue through thoughtful account management. This is a revenue-generating role that blends relationship management with strategic business impact.

We’re seeking a dynamic, customer-obsessed, and revenue-focused individual with a passion for building meaningful relationships and driving customer success.

This role will include an quota with variable compensation, which will be built out during Q1 of 2025, aligning your success with the company’s growth objectives.

No complainers, no egos, no excuses. Just scrappy, customer obsessed hustlers who make magic happen.

Key Responsibilities

Customer Success: Manage a portfolio of customers through proactive, personalized account management focused on long-term success and actively identify upsell and cross-sell opportunities.

Own Customer Growth: Increase Net Revenue Retention (NRR) by driving renewals, expansion and reducing churn.

Drive Product Adoption: Lead onboarding, training, and customer engagement to increase feature adoption and maximize product value.

Customer Advocacy: Build relationships with key decision-makers and serve as a trusted advisor by understanding customer goals, influencing their success strategies, and advocating for their evolving needs.

Strategic Account Management: Conduct QBRs and build actionable success plans that align customer goals with product capabilities.

Data-Driven Impact: Monitor customer health metrics (NPS, churn, product adoption) and develop strategies for retention and upsell opportunities.

Cross-Functional Collaboration: Partner with Sales, Product, and Support to ensure seamless customer experiences and solve complex challenges.