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.