Job Summary
At Soji AI, we are building the brain behind modern aviation. We are revolutionising an industry that still runs on 40-year-old processes. Our AI-powered ecosystem is designed to reduce aircraft downtime, improve safety, and make operations more efficient. Headquartered in Germany and Singapore, we are international by default and thrive on that. Come join a funded, revenue-generating startup with customers in Europe and Asia!
About the Role
We are hiring a Senior Customer Success Manager in Singapore to build and grow deep, long-term partnerships with our aviation customers. You will work closely with airlines, MROs, lessors, CAMOs and asset managers to integrate Soji's AI software into technical aviation records workflows. To do so, you will develop a deep understanding of the Soji platform and be able to clearly explain its capabilities and operational value to customers. In a conservative and highly regulated industry, you will act as a trusted partner to our customers, ensuring our technology delivers measurable business value in their daily operations. Managing a portfolio of accounts across Singapore and the broader SEA market, you will own the full customer journey - from onboarding and implementation to renewals and expansion. A core part of your role is building strong relationships with stakeholders across both technical and management levels. You will develop a deep understanding of each customer's operational environment, challenges, and strategic goals, and act as the voice of the customer internally by translating operational feedback into actionable insights for Product and Engineering.
This position is based in Singapore.
Key responsibilities
Proactive Customer Relationship Management: You will own a portfolio of customers across Singapore and the SEA market, acting as their primary point of contact. Through regular on-site meetings, check-ins, and executive reviews, you build strong customer relationships and develop a deep understanding of the customer's operational needs, processes, and strategic priorities.
Onboarding & Time-to-Value: You will define and manage a clear implementation plan for each customer, including milestones, responsibilities, timelines, and success criteria. Acting as the project lead, you will run customer kickoff meetings and onboarding sessions, coordinate internally as well as externally with customer teams. You will ensure transparent communication across stakeholders and proactively identify project risks and mitigation actions to ensure successful delivery.
Strategic Account Growth & Retention: You are responsible for Net Revenue Retention (NRR) across your customer portfolio. You will manage the renewal process from early preparation to contract signature. Using operational insights during regular customer reviews, you will proactively identify upsell and cross-sell pathways, aligning customer business goals with Soji's expansion opportunities while mitigating churn.
Cross-Functional Alignment & Feedback Loop: You will serve as the voice of the customer internally by collaborating closely with Product and Engineering to communicate evolving customer needs and challenges. You will partner with the Product team to structure customer feedback and identify future roadmap opportunities. You will proactively monitor customer health, address potential risks and work cross-functionally to ensure swift resolution of blockers.
Customer Success Strategy & Execution: You will contribute to the development of the Soji Customer Success playbook, define KPIs with the Customer Success team in Europe, and support the creation of a scalable customer health scoring model as the company grows.
Requirements
- 5+ years of experience working in the aviation industry is required.
- Strong understanding of aircraft maintenance workflows, operational processes (e.g., MRO, CAMO, technical records), and regulatory environments (EASA, FAA, or equivalent) is highly advantageous.
- Experience in Customer Success, Strategic Account Management or customer-facing program/project management, B2B SaaS or technology environment is highly advantageous.
- Excellent written and verbal communication skills with the ability to engage and influence stakeholders across different functions and seniority levels.
- Proven experience collaborating with cross-functional stakeholders across Sales, Product, and Engineering and can influence outcomes across diverse teams.
- Highly structured, self-motivated and able to manage complex multi-stakeholder accounts independently under pressure.
- You've worked with technically complex products and show a strong curiosity to explore details and understand how things work.
- Experience working with CRM systems and/or project management tools; familiarity with customer health tracking frameworks is a plus.
- Comfortable operating in ambiguity within a fast-evolving product environment and a traditionally conservative aviation market.
- Willingness to travel within the Asia region to support on-site customer engagement and relationship development.
Benefits
Virtual Share Program: Access to our employee virtual share plan, providing ownership in our long-term success.
Remote Work Flexibility: Work from anywhere with flexible hours to accommodate collaboration across time zones.
Annual Global Offsite: Join the entire team for a yearly international offsite to align, learn, and build together.
Collaborative Startup Culture: Work alongside a highly motivated, smart, and diverse team passionate about transforming the aviation industry.
High Autonomy & Impact: Operate in an entrepreneurial environment where your leadership directly influences company growth and direction.
Diversity & Inclusion Commitment: We are an equal opportunity employer that values diversity and is committed to creating an inclusive environment for all team members.
