Europe (EU time zone preferred) | Travel required

About Longtail Technologies

Longtail is building an intelligent decision-streaming platform that helps airlines make smarter decisions in real time. By combining automation, proprietary algorithms, and live travel data, we enable airlines to optimize pricing, availability, and product flexibility across thousands of routes worldwide.

We’re a fast-growing company solving complex, high-stakes problems in aviation—and we’re now scaling how we operate with customers.

About the Role

We’re hiring a senior post-sale Senior Customer Success Manager to join our commercial team.

This is a high-impact role responsible for owning customer execution end-to-end—across onboarding, adoption, and commercial outcomes.

You’ll work directly with airline revenue management, pricing, and commercial teams, and play a critical role in turning customer engagements into scalable, repeatable success.

This is not a support role.
You will own outcomes, not just relationships.

What You’ll Own

You will take full ownership of strategic airline accounts after late-stage pre-signature, including:

Onboarding and rollout of Longtail workflows
Ongoing execution across active accounts
Customer governance (weekly sessions, monthly reviews, executive alignment)
Adoption, performance, and operational success metrics
Renewal readiness and expansion opportunities
Acting as the structured voice of the customer into Product and Engineering

What You’ll Build

You won’t inherit a mature CS function—you’ll help create it.

You will:

Establish a repeatable operating model across airline accounts
Define and run clear customer cadences (weekly → executive level)
Build structured onboarding and success planning frameworks
Create visibility into risk, renewals, and expansion
Develop templates and playbooks for future CSM hires
Help shape how Longtail scales its customer organization

What Success Looks Like

First 90 days:

Take ownership of active airline accounts without disruption
Establish consistent operating cadence across customers
Build initial success plans tied to measurable outcomes
Identify key risks and expansion opportunities

What You’ll Do

Own Customer Relationships

Be the primary point of contact from analyst to executive level
Build credibility with Revenue Management, Pricing, and Commercial teams
Lead both operational working sessions and strategic conversations

Drive Execution End-to-End

Own onboarding and rollout of customer workflows
Run weekly working sessions and monthly/QBR-style reviews
Coordinate internally with Product, Operations, Sales and Engineering

Ensure Adoption & Performance

Build and track structured success plans with clear owners
Monitor adoption, performance, and operational metrics
Proactively resolve product, data, or operational friction

Own Commercial Outcomes

Drive renewal readiness well ahead of contract timelines
Identify and unlock expansion opportunities
Influence commercial outcomes through strong execution

Shape the Product

Translate customer feedback into structured insights
Surface patterns and priorities to Product and Engineering

What We’re Looking For

Experience working with airlines
Experience owning complex enterprise accounts end-to-end
Track record of driving or influencing renewals and expansion
Ability to operate with high autonomy in low-structure environments

Why You’ll Love Working at Longtail

Own critical airline accounts with real commercial impact
Build a function from the ground up
Work directly with founders and industry experts
Tackle complex, high-value problems in a unique market

Compensation & Benefits

Up to €120,000 base + bonus + Equity + Benefits

Hiring Process

Recruiter intro call
Hiring manager interview
Collaborative working session (real Longtail scenario)
Final leadership conversation

Ready to Contribute to Something That Matters?

This role is for someone who wants to own accounts, not manage them.

If you’re excited about operating at the intersection of airlines, data, and commercial execution—and helping define how a company scales—we’d love to hear from you.

Senior Customer Success Manager

Job Description

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