Portside
Cloud-based platform for business aviation operations
Customer Success Manager
More locations: Toronto, ON, Canada | Austin, TX, USA | Raleigh, NC, USA
About the job
- At least 5 years of experience in a customer-facing role, including experience in a business-to-business software-as-a-service environment.
- Demonstrated experience using technology and automation to increase reach and efficiency across a large book of business.
- Strong people skills with a track record of effectively handling and resolving customer escalations.
- Strong analytical skills with the ability to interpret usage data and health metrics to prioritize where to intervene.
- Bachelor's degree or equivalent practical experience.
- Manage and continuously improve the end-to-end customer journey, including onboarding, cadence, support, renewal, and expansion, for the assigned book of business.
- Handle portfolio escalations using sound judgment and interpersonal skills to resolve issues and protect customer relationships.
- Track customer health, usage, and engagement data to identify where automated processes are effective and where personal intervention is needed.
- Maintain a deep understanding of Portside's products and underlying technology to advise customers and troubleshoot escalated issues.
- Oversee the automated, persona-based onboarding journey, including the internal handoff from Sales, welcome sequences, and in-app tooltips; personally intervene when customers trigger inactivity alerts to restore onboarding progress.
- Maintain templated, automatically tracked success plans and oversee automated biannual account reviews, email nurture campaigns, and video product tours; refine content and triggers based on performance.
- Monitor artificial-intelligence and self-service support channels, including the chatbot, release communications, and trigger-based outreach, and handle escalations that self-service support cannot resolve.
- Oversee automated renewal outreach and take ownership of accounts escalated to the pooled Customer Success Manager queue, resolving underlying issues to protect renewals.
- Monitor in-app upgrade prompts and product-led expansion performance, flag trends or friction points to Product and Sales, and identify accounts where personal intervention could support expansion.
- Encourage customer participation in Portside's customer community for peer learning, support deflection, and advocacy identification.
- Identify customers who are strong candidates for testimonials, case studies, referrals, or community advocacy.
- Commercial experience, such as upsell, cross-sell, or quota-carrying experience.
- Experience with artificial-intelligence-powered Customer Success tools.
- Experience in aviation, aerospace, or an adjacent industry, or a genuine passion for aviation.
- Excellent communication, relationship-building, and problem-solving skills.
About the company
Portside provides a cloud-based suite of applications for business aviation operations. The core Portside Platform integrates with most aviation systems to gather real-time data and offers dashboards, reports, and automated workflows via a subscription-based cloud service that can be tailored to a flight department’s size. It differentiates itself by offering broad system integration plus modules for expenses, safety management, and flight management, and it has expanded its capabilities through acquisitions of Baldwin Safety & Compliance and Avianis. The goal is to give flight departments a single, data-driven platform to oversee operations, cut costs, and improve efficiency and safety.
Company Size
201-500
Company Stage
Series B
Total Funding
$69M
Headquarters
San Francisco, California
Founded
2017
Get referred to Portside
See people who can refer or advise you
Simplify's Take
What believers are saying
- Vista doubled down in March 2026, then Portside hired a CFO and CTO.
- Clay Lacy adopted Avianis in October 2025; AIRBOOK ONE partnered in May 2026.
- Portside is pushing AI-enabled product integration ahead of NBAA-BACE 2026.
What critics are saying
- Vista integration pressure and cofounder handoff create execution risk through 2026.
- Merging Avianis, Horizon, LeaseWorks, and Tuvoli can disrupt customer workflows in 2027.
- If platform unification slips, aviation operators keep switching to narrower incumbents.
What makes Portside unique
- Vista-backed consolidation unifies scheduling, safety, finance, leasing, and AI workflows.
- Portside serves 1,100-plus enterprise customers across 30-plus countries.
- Avianis, Horizon, LeaseWorks, and Tuvoli create sticky workflow depth.
Help us improve and share your feedback! Did you find this helpful?
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Unlimited Paid Time Off
Fully remote work
Opportunities for professional development
Growth & Insights and Company News
6 month growth
↑ 2%1 year growth
↑ 0%2 year growth
↓ -1%Portside strengthens leadership team for its next phase of growth. RALEIGH, NC, UNITED STATES, September 8, 2026 / EINPresswire.com / - Portside, a leading provider of AI-enabled, cloud-based software for global aviation, today announced four leadership appointments: David Kim joins as Chief Product Officer, Roman Mogylatov has been promoted to Chief Technology Officer, and the company has added Jon Ingram as Chief Financial Officer and Alexandra Davis as Director of Strategic Programs and Chief of Staff. The moves build on Vista Equity Partners' investment in Portside and Brandon Holden's appointment as CEO. Together, the four leaders will anchor Portside's next phase: Kim the product direction, Mogylatov the technology foundation, Ingram the financial discipline, and Davis the execution that connects them. Portside is unifying its aviation software into a single platform, advancing an AI-enabled roadmap, and expanding its global go-to-market reach. Kim, Mogylatov, Ingram, and Davis will turn those priorities into a coordinated operating plan. "This next stage of Portside is about focus and scale," said Holden. "We're going after a significant market opportunity, and capturing it takes the right technology foundation, clear product choices, disciplined investment, and consistent execution across the business. David, Roman, Jon, and Alexandra bring a powerful combination of deep Portside knowledge and outside experience to help us deliver on that." Product strategy grounded in aviation operations As Chief Product Officer, Kim brings more than 15 years building and scaling enterprise software. He'll lead Portside's global product strategy, strengthening the core systems customers depend on, connecting products and data more effectively, and advancing practical AI capabilities within aviation workflows. A CTO who helped build the company Mogylatov has been with Portside since day one, growing alongside the company as its technology, product portfolio, and global footprint expanded. As CTO, he'll lead engineering and technology strategy, with a focus on the scalable foundation Portside's next phase requires. He has also spearheaded the company's AI infrastructure - the technical backbone for AI's growing role across the platform. Financial discipline for durable growth As CFO, Ingram will lead financial strategy, planning, and operations globally, aligning investment with Portside's product, customer, and growth priorities while strengthening the systems needed to scale. Turning decisions into progress As Director of Strategic Programs and Chief of Staff, Davis will work closely with Holden and the leadership team to advance Portside's highest-priority initiatives across product, go-to-market, customer experience, and operations - with a focus on the coordination that turns decisions into results. The appointments are part of a broader set of investments across Portside's technology, product, customer experience, and go-to-market organization. The company will share additional updates ahead of the 2026 NBAA Business Aviation Convention & Exhibition (BACE), October 20-22 in Las Vegas. About Portside: Portside is a leading provider of advanced software solutions for the global aviation industry, serving business and corporate aviation, government operators, commercial airlines, and aircraft leasing and finance organizations. With more than 235 professionals, Portside serves over 1,100 enterprise customers worldwide. For more information, visit www.portside.co. Lynn Moore Portside +1 843-342-3921 [email protected] Legal Disclaimer: EIN Presswire provides this news content "as is" without warranty of any kind. 195 News do not accept any responsibility or liability for the accuracy, content, images, videos, licenses, completeness, legality, or reliability of the information contained in this article. If you have any complaints or copyright issues related to this article, kindly contact the author above. You just read: September 08, 2026, 13:15 GMT EIN Presswire's priority is author transparency. 195 News do its best to weed out false and misleading content. The content above is the sole responsibility of the author who makes it available. If you have any complaints, kindly contact the author above.
Portside, a provider of AI-enabled cloud-based software for global aviation, has announced four leadership appointments to support its next phase of growth. David Kim joins as chief product officer, Roman Mogylatov has been promoted to chief technology officer, Jon Ingram joins as chief financial officer, and Alexandra Davis becomes director of strategic programs and chief of staff. The appointments follow Vista Equity Partners' investment in Portside and Brandon Holden's appointment as CEO. The leadership team will focus on unifying Portside's aviation software into a single platform, advancing AI capabilities, and expanding global market reach. Portside serves over 1,100 enterprise customers worldwide with more than 235 professionals across business aviation, government operators, commercial airlines, and aircraft leasing sectors.
Portside, a cloud-based aviation software provider, has announced a new investment from Vista Equity Partners and appointed Brandon Holden as chief executive officer. Vista, which made its initial investment in 2024, will accelerate platform integration and AI development. Insight Partners remains a significant shareholder. Holden brings over 20 years of experience leading high-growth businesses, most recently as CEO of Eptura. He succeeds co-founder Alek Vernitsky, who will continue as strategic adviser and board member. Portside serves over 1,300 enterprise customers globally across business aviation, commercial airlines and aircraft leasing. The company employs more than 330 professionals across 40 countries. The investment will support expansion of its Horizon flight management system and go-to-market capabilities. Transaction terms were not disclosed.
Portside Inc. launches Horizon: the ultimate cloud-based solution for business aviation management.
LeaseWorks®, a leading provider of innovative software and digital solutions for the aviation industry, announced that it had been acquired by Portsid