Senior Customer Success Manager at Longtail Ai

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 asenior post-saleSenior 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.