The Customer Success Lead (CSL) is responsible for driving long‑term customer success, adoption, and value realization for Pelesys digital training solutions, with a strong focus on reducing customer churn and strengthening retention. This role serves as the primary post‑sale and post‑implementation point of contact for assigned customers and plays a critical role in customer onboarding, smaller‑scale implementations, ongoing product adoption, and operational success.

The CSL partners closely with Product, Professional Services, Support, Finance, and Business Development teams to ensure seamless delivery, proactive issue management, and a consistently high‑quality customer experience. By aligning Pelesys capabilities to customer needs and outcomes, the CSL helps maximize customer value, improve satisfaction, and support long‑term account stability and growth.

Description

Customer Relationship Management

• Act as the first point of contact for customers for ongoing business, operational, and application-related needs.
• Build and maintain trusted relationships with customer stakeholders at operational, technical, and leadership levels.
• Understand customer objectives, success criteria, and operational context.
• Lead regular customer engagements, including monthly touchpoints and periodic business reviews.

Customer Success & Retention

• Own customer health, satisfaction, and retention outcomes for assigned accounts.
• Monitor usage, adoption, and engagement trends to ensure sustained value realization.
• Proactively identify adoption risks and coordinate mitigation plans with internal teams.
• Support renewals by ensuring strong relationships, active usage, and customer satisfaction.

Implementations & Onboarding

• Lead or contribute to new customer implementations, including ownership of smaller‑scale implementations.
• Manage implementation activities by adhering to agreed timelines and ensuring successful customer adoption.
• Coordinate deployment, integration, and configuration of Pelesys products with CAE internal teams.
• Support customers with data migration and system migration activities.
• Support customer training to ensure successful onboarding and ongoing product usage.

Product & Application Enablement

• Provide customers with system and application roadmaps, aligning product capabilities with customer needs.
• Gather and translate application, integration, and workflow requirements, including integrations with other CAE systems.
• Serve as the voice of the customer to Product, Engineering, Support, and Professional Services teams.
• Communicate product updates, enhancements, and platform changes clearly to customers.

Escalations & Operational Support

• Own the escalation of high‑impact and critical issues, in addition to standard ticket management (e.g., Jira).
• Coordinate cross‑functional response during escalations to ensure timely resolution.
• Track actions, dependencies, and outcomes related to escalated issues.

Commercial & Financial Support

• Support contract requirements, including understanding commercial terms and operational implications.
• Prepare and support Pay‑per‑Use invoicing in collaboration with Finance and internal stakeholders.
• Identify potential upsell and expansion opportunities based on customer maturity and usage.
• Partner with Business Development and Sales teams by providing customer context and success insights.

Training, Enablement & Advocacy

• Lead or coordinate training initiatives to improve adoption and customer proficiency.
• Conduct discovery sessions to identify optimal solutions, workflows, and configurations.
• Deliver product demonstrations and capability presentations (or demonstrate aptitude to become proficient).
• Support customer engagement activities such as user groups, beta programs, advisory boards, trade shows, and conferences.

Operational Excellence

• Maintain accurate customer documentation, risks, action plans, and engagement records in CRM and internal systems.
• Track commitments, follow‑ups, customer dependencies, and key outcomes.
• Record meeting minutes and action items and ensure appropriate follow‑through.
• Contribute to customer success playbooks, standards, and continuous improvement initiatives.
• Perform other related duties as required.
  

Minimum Qualifications

• Experience in Customer Success, Account Management, or Customer Experience within a B2B SaaS, technology, or professional services environment.
• Proven ability to manage post‑implementation customer relationships and drive adoption.
• Strong stakeholder management and cross‑functional collaboration skills.
• Excellent written, verbal, and presentation skills, including engagement with senior stakeholders.
• Experience working with CRM systems and digital collaboration tools.
• Proficiency with MS Office suit.
• Strong customer‑centric mindset with a focus on outcomes, retention, and value realization.

Preferred Qualifications

• Experience in aviation training, regulated industries, or complex enterprise environments.
• Familiarity with Pelesys or similar training management systems.
• Bachelor’s degree in Business, Aviation, Technology, or a related field.
• Bilingual (French-English).

Benefits

• Group Insurance
• Telemedicine Employee and Family Assistance Program
• Employee Stock Purchase Plan
• Group RRSP
• CAE Pension Plan/Defined Benefit Plan
• Sabbatical Leave
• Flex Time
• Enhanced Parental Leave

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