Customer Success Manager

About SkyLink

SkyLink is building an AI-powered corporate travel platform that allows enterprises to book and manage travel directly from Slack and Microsoft Teams. We work closely with customers to deploy complex workflows, integrate with existing systems, and continuously evolve the product based on real customer usage.

Role Overview

We’re looking for a Customer Success Manager who is hands-on, detail-oriented, and comfortable owning customer outcomes end-to-end. This role blends account management, implementation, support, and product/technical understanding.

You’ll be the primary point of contact for a set of enterprise customers — running calls, managing deployments, resolving issues, and translating customer needs into clear product and technical feedback. This is an individual contributor role with significant ownership and autonomy.

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What You’ll Do

Customer Ownership

• Serve as the primary point of contact for assigned customers.
• Run customer calls, check-ins, and deployment meetings.
• Build strong working relationships with customer stakeholders.

Implementations & Deployments

• Own customer onboarding and deployments from kickoff through go-live.
• Manage timelines, requirements, and coordination across internal teams.
• Make day-to-day decisions to keep deployments moving and unblock customers.

Support & Issue Resolution

• Handle customer questions, issues, and escalations with a high-touch approach.
• Investigate and troubleshoot issues across product, data, and integrations.
• Work closely with engineering to resolve bugs and edge cases.

Product & Technical Engagement

• Develop a deep understanding of SkyLink’s product and systems.
• Use internal tools (e.g., SQL, shell, logs, monitoring tools like Datadog) to investigate customer behavior and issues.
• Collect, synthesize, and relay customer feedback to Product and Engineering.
• Act as a product partner during deployments — helping shape solutions, tradeoffs, and rollout plans.

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What We’re Looking For

• 3+ years of experience in consulting, investment banking, customer success, account management, implementation, or other customer-facing roles.
• Comfortable owning customer relationships and running calls independently.
• Strong problem-solving skills and ability to manage multiple work streams.
• Technically curious and willing to get hands-on with tools, data, and systems.
• Clear communicator who can translate between customer needs and internal teams.

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Nice to Have

• Experience at a startup or fast-growing company.
• Prior exposure to enterprise SaaS, integrations, or operational tooling.
• Familiarity with analytics, SQL, or production monitoring tools.
• Experience working closely with product or engineering teams.

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Why SkyLink

You’ll work directly with customers and internal teams to shape how SkyLink is deployed and used in real enterprise environments. This role offers high ownership, close proximity to product decisions, and meaningful impact without people management responsibilities.