Account Manager (Customer Growth)

About Us

TrustFlight is a global provider of mission-critical digital platforms that power safety, compliance, and operational performance across aviation. Our technology helps aviation organisations manage the complex workflows required to operate safely and meet their regulatory obligations — replacing manual processes, fragmented systems, and legacy tools with connected digital operations.

The TrustFlight platform brings together three core products:

• Centrik — safety, quality, and compliance management
• Tech Log — digital aircraft technical records and logbooks
• Smart Docs — controlled documentation and operational manuals

These are complemented by the specialist expertise of our aviation services businesses — Baines Simmons, Redline, and Kenyon — providing advisory, training, and operational support to organisations across the global aviation ecosystem.

Together, TrustFlight enables aviation organisations to move from reactive, paper-based compliance to proactive, data-driven safety management — improving outcomes for operators, passengers, and the wider industry.

Today over 200,000 users rely on TrustFlight systems daily across airlines, MROs, airports, and regulators worldwide.

Role Snapshot

• Location: UK

• Compensation Structure: 80% base / 20% variable tied to renewals and account growth

• Focus: Customer retention, expansion, and Net Revenue Retention (NRR)

• Customers: Airlines, airports, MROs, cargo operators, and aviation regulators

• Product Portfolio: Aviation safety, compliance, and operational software platform

Your Role

The Account Manager is responsible for the health, growth, and long-term success of TrustFlight’s existing customer base. You will take ownership of a portfolio of accounts following the initial sale — building strong relationships, driving product adoption, and developing the commercial momentum that turns an initial contract into a long-term partnership.

This is a commercially accountable role. You will carry targets for both renewals and net revenue retention, with responsibility for protecting existing ARR and growing it through expansion — whether through additional modules, increased user seats, or introducing customers to the wider TrustFlight portfolio.

You will work closely with the Account Executive team, who hand over accounts at the point of signature, as well as with Marketing, Product, and Services teams that support customers throughout their lifecycle.

This role reports to the VP, Sales.

What You Need to Know About Account Management at TrustFlight

• Our clients span the full breadth of the aviation industry: Commercial Airlines, Cargo operators, Charter companies, Business Aviation, Airports, MROs, OEMs, and Regulators.

• Our customers are safety and compliance professionals with high standards and deep operational expertise. Maintaining their trust requires genuine engagement with their world, not just quarterly check-in calls.

• You will carry dual commercial accountability: renewal targets and net revenue retention growth.

• TrustFlight’s portfolio creates meaningful expansion opportunities within every account across software, advisory services, and training.

• There is a meaningful learning curve. We invest in helping you build fluency across the portfolio and the aviation industry.

• We practice leadership at all levels, grounded in integrity, excellence, and responsibility.

What you'll be doing

• Own a defined portfolio of TrustFlight accounts from contract signature through to renewal and beyond, serving as the primary commercial and relationship contact for each account.

• Manage renewals proactively: understand each account’s contract timeline, anticipate risk early, and ensure the commercial conversation is never a surprise.

• Identify and develop expansion opportunities within existing accounts, additional products, increased user seats, services engagements, and work with internal teams to bring those conversations to close.

• Conduct regular, structured business reviews with key stakeholders, typically Directors of Safety, Heads of Compliance, Quality Managers, Continuing Airworthiness Managers, and VP Operations, focusing on adoption, outcomes, and the client’s evolving priorities.

• Monitor account health: track product adoption, identify early signals of dissatisfaction or underutilisation, and intervene proactively before risk becomes churn.

• Develop a deep understanding of each customer’s operational context, their regulatory environment, their internal workflows, their strategic priorities, so that TrustFlight’s roadmap and portfolio are always connected to what matters to them.

• Collaborate closely with the AE team on expansion opportunities that require new business development skills, and with Product and Services teams to ensure customers are deriving maximum value from what they’ve bought.

• Build multi-threaded relationships within accounts, not just with the primary contact, but across safety, operations, compliance, IT, and leadership, so that the relationship is resilient to personnel changes.

• Maintain accurate account records, renewal forecasts, and expansion pipeline in HubSpot, with clear visibility at every stage.

• Represent TrustFlight at industry events and support customers in sharing their success stories with the wider aviation community.

• Travel regularly to client sites and industry events to maintain strong customer relationships.

What Success Looks Like

In this role, success means:

• Renewing contracts on time while protecting existing ARR across your portfolio.

• Consistently growing net revenue retention (NRR) through expansion and cross-sell opportunities.

• Building trusted relationships where customers proactively engage with you on operational challenges.

• Positioning TrustFlight as a long-term platform partner, not simply a point solution provider.

• Maintaining accurate forecasting and clear visibility into renewal and expansion opportunities.

• Top performers combine commercial discipline with genuine empathy for their customers’ operational world.

What you'll bring

All candidates should be able to demonstrate:

• A proven track record in an account management, customer success, or renewal sales role with measurable commercial outcomes, renewal rates, NRR improvement, or expansion ARR, working with upper mid-market and enterprise customers.

• The ability to build trusted, multi-threaded relationships within complex organisations, across operational, technical, and executive stakeholders.

• Strong commercial instincts: the ability to identify expansion opportunity, build a business case, and have the conversation at the right moment with the right person.

• High learning agility and intellectual curiosity, the TrustFlight portfolio is broad and the industry is specialised; you will need to invest in building knowledge and you’ll have our full support in doing so.

• A highly collaborative working style, this role depends on close partnership with AEs, Marketing, Product, and Services teams.

• The gravitas to maintain credibility with experienced aviation professionals, safety directors, accountable managers, quality leads, over a multi-year relationship.

• Proactive communication habits: customers should never be surprised by a renewal conversation, a change in product, or a shift in account status.

• Excellent written and verbal communication in English; additional language skills are a plus.

• Willingness to travel to client sites and industry events.

Nice to Have

While not required, the following experience can be an advantage:

• Experience with safety management, quality management, or compliance software
• Existing relationships within commercial aviation, business aviation, MRO, or airport operations
• Experience working with regulated or mission-critical software environments

Candidates who meet some, but not all of the criteria are encouraged to apply.

Why join us

See Your Impact: Your work directly enhances the safety and efficiency of aviation operations, affecting hundreds of thousands of passengers and crew every month.

Build and Create: Be part of an environment where you’ll have the freedom to innovate, develop your market, and shape how TrustFlight goes to market with an expanding portfolio.

Growth Opportunity: Join us at a genuine inflection point as we scale revenue growth, implement AI-driven tools, and build the sales capability to take our full platform portfolio to market

Also, we offer:

• Competitive compensation: We place huge importance on the contribution and experience you bring to the team. The actual compensation will be based on skills, qualifications, relevant experience, and work location.

• Health & Wellness: Comprehensive health benefits package including life assurance and private health insurance. Generous time off, plus an extra day off to celebrate your birthday.

• Professional Growth: As a fast-growing company, we offer incredible opportunities for career advancement and skill development.

• Invest in Your Future: Take advantage of our company contribution to pension.

How to Apply

Click Apply and send us your resume along with a cover letter. We’d love to understand how your experience, whether from inside aviation, from scaling B2B SaaS businesses, or from selling into regulated industries can contribute to making aviation safer and more efficient.

While we sincerely appreciate all applications, only candidates selected for an interview will be contacted. No phone calls please.

TrustFlight is an equal-opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. All candidates will be considered without regard for race, nationality, colour, religion, gender, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.