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Customer Success Manager

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Job Description

About Us:

Airbase is the top-ranked modern spend management platform for businesses with 100-5,000 employees. It’s the best way to control spending, close the books faster, and manage financial risk. Airbase software offers modules for Guided Procurement, Accounts Payable Automation, Expense Management, and a flexible corporate card program on a single collaborative platform. It can be implemented in full or as individual modules. Airbase automates all spending workflows and guides the process for all purchases — procure, pay, close. It brings efficiency to complex business processes like multi-stakeholder compliance and accounting needs like multi-subsidiaries, amortizations, and purchase orders. Flexible intake and approval workflows ensure oversight across all stakeholders and spend compliance. Airbase integrates with your other business systems and seamlessly syncs to popular general ledgers. Employees and accounting teams love using Airbase.

Awards and Recognition: We’re proud of what we’ve been able to accomplish and what the future holds. Here are some of the most recent highlights.

  • Innovative Leadership: Category Leader in Vendr’s 2023 SaaS Trends Report.
  • Deloitte Fast 500: Secured 45th place nationally, showcasing rapid growth and technological innovation in the financial sector.
  • Forbes' America's Best Startup Employers: Ranked #212 out of 500 for workplace culture and employee satisfaction.
  • Stevie Award Winner: Most Innovative Tech Company of the Year, 3 years in a row.
  • High Customer Ratings: Rating of 4.67 on G2 Crowd & 4.7 on Gartner Peer Insights.
  • IDC, Forrester, and Spend Matters Reports: Featured prominently in major industry reports for impact and thought leadership in procure-to-pay solutions.
  • Fintech Top 250 by CB Insights: Innovative approach to financial technology.
  • SaaS 1000 Fastest-Growing SaaS Companies: Recognized for YoY revenue growth.
  • Controllers Council Award: Our Controller was named Controller of the Year in the Startup/Private Category, showcasing excellence in financial leadership.
  • US Fintech Awards: Finalist for Accounting Tech of the Year.
  • Global Presence: Featured on the Nasdaq Tower in Times Square.

Working at Airbase:

We strive to build and nurture a culture where employees feel energized and connected to the work each day. Our core values are woven through our teams, leading to an overall sense of trust, transparency, and confidence. Being globally dispersed, we support our employees with modern communication tools and intentional remote practices that keep everyone working collaboratively. As a fast-growing startup, we look to hire employees who are focused and have a strong sense of ownership to help us maintain our commitment to excellence and innovation.

About the role:

  • Serve as the strategic partner to customers within assigned book of business
  • Engage proactively through QBRs and other touchpoints to drive initial product adoption, share Airbase best-practices, and showcase value in line with customer business objectives
  • Uncover upsell, cross sell opportunities within assigned book and partner with Account Manager to maximize expansion revenue
  • Amplify the voice of the customer, surfacing product feedback to relevant internal stakeholders and helping advance the company’s roadmap and development strategy
  • Strategize product enhancement adoption and deployment that map to the customer’s business goals
  • Surface thematic product gaps and needs within your book of business
  • Become an Airbase product expert. Learn the ins and outs of the product so you can speak eloquently to best practices and solutions for your clients' needs.

What you'll bring:

  • At least 5-7 years of customer success experience at a B2B Mid-market or Enterprise-focused SaaS company
  • Fluent in English with ability to communicate clearly and confidently
  • Experience managing a revenue-based quota
  • Experience creating and delivering high quality QBRs to executive and leadership teams
  • Experience managing de-escalations and coordinating feedback and discussions between customer<>product teams
  • Ability to work and learn at a fast pace (at times with little to no direction)
  • Previous experience of working with US headquartered customers
  • Ability to build rapport and trust with champions and your colleagues in a remote setting
  • Passionate about joining a small team and building a company
  • Ability to work EST time zone hours (required)

Nice to Haves:

  • Experience with technical B2B SaaS applications
  • Experience with Office of the CFO applications
  • Basic understanding of accounting and finance ecosystem
  • Experience utilizing common tools within the CS tech stack (Salesforce, Gainsight, Gong, Catalyst, Totango, Outreach)


  • Compensation: Competitive cash compensation including meaningful equity packages.
  • Flexibility for Remote roles: Enjoy the freedom of remote work, with the option to work from anywhere in India.
  • Commuter Benefits for In-Office roles: Company transportation service or monthly allowance options.
  • Health and Wellness Benefits: Medical and accidental insurance, along with comprehensive health check-ups, dental plans, and gym memberships through Cult-fit. Employees are covered starting on their first day of employment and can extend coverage to dependents including spouse, children, and parents (including parent in-laws).
  • Life Insurance: Airbase provides you with a life insurance policy on us.
  • Responsible Time Off: Enjoy a generous allocation of personal days, separate sick leave, and additional perks such as holidays.
  • Parental Leave Policy: Generous parental leave policy available, please check with us for more information.
  • Home Office Stipend: A one-time stipend of up to $500 for home office essentials, along with a recurring stipend of $250 every 2 years as needed.
  • Baby Bonus: Planning to expand your family? You’ll receive a $500 bonus for Air-babies!
  • Provident Fund Matching

Advice from our career coach

As someone who has worked in various industries, I can tell you that applying for a Customer Success role at Airbase requires a mix of skills and experiences that showcase your ability to drive customer satisfaction and product adoption. Here are some tips to stand out as an applicant:

  • Highlight your experience in B2B Mid-market or Enterprise-focused SaaS companies, showing at least 5-7 years of customer success experience.
  • Showcase your ability to manage a revenue-based quota and create high-quality Quarterly Business Reviews (QBRs) for executive teams.
  • Demonstrate your experience in managing de-escalations and coordinating feedback between customers and product teams.
  • Emphasize your ability to work in a fast-paced environment with little to no direction and flexibility in working with US headquartered customers.
  • Highlight any experience with technical B2B SaaS applications, Office of the CFO applications, or a basic understanding of the accounting and finance ecosystem as nice-to-haves.
  • Show your passion for joining a small team and building a company, along with your ability to work EST time zone hours.

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