Senior Manager, Customer Success Management

TL;DR

Senior Manager, Customer Success Management (Aviation/IT): Leading a team of Customer Operations Managers to drive product adoption, ensure service quality, and foster long-term customer partnerships within the air transport industry. Focus on ITIL-based service management, continuous service improvement, and managing complex operational escalations for global transportation clients.

Location: Must be based in Sao Paulo, Brazil (Hybrid role with up to 2 days/week work from home).

Company

hirify.global is a global technology provider for the air travel industry, supporting 95% of international hubs and over 2,500 transportation and government clients.

What you will do

• Lead and mentor a team of Customer Operations Managers to maintain high service standards.
• Develop strong relationships with senior-level customer stakeholders and act as their voice within the organization.
• Drive product adoption and mitigate renewal risks through strategic partnerships.
• Own end-to-end operational escalation management and proactive issue resolution.
• Lead the Continual Service Improvement process, identifying risks and recommending service upgrades.
• Collaborate with Sales and Bid teams to develop customer proposals and operational models.

Requirements

• Bachelor’s degree in Technology, Engineering, Telecom, or Business.
• 12+ years of senior-level experience, including 5+ years in customer-facing IT service delivery.
• 5+ years of experience leading teams.
• ITIL Foundation Certification and deep knowledge of ITIL Service Management principles.
• Fluency in English is required.
• Experience working in complex, multi-cultural, matrix management organizations.

Nice to have

• Prior experience in the Air Transport industry.

Culture & Benefits

• Flex Week policy allowing work from home up to 2 days per week.
• Flex Day and Flex Location programs, including 30 days per year to work from anywhere.
• Comprehensive Employee Assistance Program (EAP) and personalized wellbeing platform.
• Access to professional development platforms like LinkedIn Learning.
• Competitive benefits package tailored to the local market.