Customer Success Manager

About LiFE in the Air

LiFE in the Air is an aviation technology company on a mission to transform the in-flight experience into a dynamic retail environment. By bridging the gap between airlines, passengers, and third-party vendors, LiFE enables new ancillary revenue opportunities that enhance passenger satisfaction while boosting carrier profitability.

Our modular, plug-and-play solutions are designed to integrate seamlessly into existing onboard systems, ensuring fast and frictionless implementation. Whether through post-departure seat upgrades, retail offerings, or loyalty-enhancing experiences, LiFE empowers airlines to unlock the full commercial potential of every seat on every flight.

With a strong commitment to simplicity, flexibility, and innovation, LiFE in the Air is shaping the next generation of onboard commerce, where every mile is a monetizable moment.

Role Overview

We are seeking a proactive, multilingual Customer Success Manager based in LATAM to act as our local representative for airline partners across the region. You will serve as the frontline liaison between LiFE and our customers, ensuring the smooth adoption of solutions, timely issue resolution, and delivering exceptional service. You’ll work closely with internal product, support, and engineering teams to translate partner needs into scalable, repeatable outcomes.

Who You Are

• You are a natural problem-solver who thrives in fast-paced, cross-functional environments.

• You’re passionate about delivering great customer experiences and know how to balance customer needs with internal resources and priorities.

• You’re comfortable managing operational complexity and enjoy bringing order to ambiguity.

• You are bilingual or trilingual and know how to communicate with empathy and clarity across languages, cultures, and technical levels.

• You're excited by the idea of helping build a next-generation onboard retail platform—and being the go-to person in your region to make it a success.
  

Key Responsibilities

Client & Partner Interaction

• Build strong relationships with airline stakeholders and technology partners

• Act as the primary point of contact for operational inquiries and escalations

• Support account management with ongoing airline engagement and troubleshooting
  

Coordination & Task Management

• Collaborate with global teams to allocate resources and monitor delivery timelines

• Break down complex tasks into manageable components and track progress via tools like YouTrack or JIRA

• Participate in and document sprint planning, backlog grooming, and release cycles

Operational Planning & Execution

• Define and manage service objectives in coordination with internal and external stakeholders

• Prioritize and sequence work across teams and initiatives

• Assist in onboarding new customers and managing post-launch operations
  
  

Conflict & Stakeholder Management

• Resolve communication challenges and conflicts between internal teams and external partners

• Proactively manage and align expectations across multiple stakeholders

Process Oversight

• Monitor service-level agreements (SLAs), troubleshoot issues, and track resolution times

• Support implementation and updates of product development frameworks across remote, multilingual teams

• Help manage release cycles and quality assurance for ongoing projects

Documentation & Support

• Analyze and triage customer requests, escalating to technical teams as needed

• Assist in automating documentation using AI tools (e.g., meeting transcripts, call summaries)
  Maintain structured documentation across multiple concurrent projects
  

Required Qualifications

• Based in LATAM

• Native or fluent in Spanish

• Professional proficiency in English (Russian is a strong plus)

• 3+ years in customer success, support, or client-facing roles

• Experience in fast-paced environments such as SaaS, aviation tech, or telecom

• Proficient with issue tracking/project management tools (YouTrack, JIRA, Trello, etc.)

• Strong written and verbal communication skills across technical and non-technical audiences

• Comfortable working with globally distributed teams across time zones

• Ability to travel periodically for onsite support, training, and relationship building

Preferred Qualifications

• Experience supporting digital payment, POS, or retail systems

• Knowledge of aviation operations, airline IT, or in-flight retail workflows

• Background in supporting product rollouts in transportation, fintech, or mobility sectors

• Hands-on experience with CRM or ticketing platforms 

Why Join Us?

• Be part of a fast-scaling aviation tech startup shaping the future of onboard retail
  Work with talented, global teams across Europe, Asia, LATAM, and North America

• Make a direct impact on airline operations and passenger satisfaction