Job details

Domain

Programs / Customer Relations

Job field / Job profile

Customer services and support - Customer support forecasting

Job title

Customer Success Leader

Employment type

Permanent

Professional category

Professional, Engineer & Manager

Part time / Full time

Full-time

Job description

Job Summary:
The Customer Success Leader (CSL) is responsible for driving continuous improvement in customer satisfaction across all regions by managing and acting upon Customer Satisfaction responses. This role ensures that customer feedback is translated into meaningful, actionable improvements through close coordination with Customer Support, Sales, Business Development, Operations, and other internal stakeholders. This position plays a critical role in strengthening customer relationships, improving service delivery, and aligning global teams to enhance the overall customer experience.

Essential Job Functions:
• Analyze survey results to identify key trends, root causes, and actionable insights; communicate findings to leadership and regional teams.
• Define, standardize, and monitor customer-related KPIs across regions to track performance and enable data-driven decision-making.
• Lead the development and execution of action plans based on customer feedback, ensuring actions are specific, measurable, and aligned with business priorities.
• Partner with regional Customer Support teams and CSSMs to implement corrective and improvement actions, ensuring timely execution and closure.
• Coordinate with internal stakeholders (Customer Support, Sales, Programs, Engineering, Supply Chain, Quality) to drive improvements and remove roadblocks as needed.
• Facilitate alignment across regions to ensure consistency in customer experience and sharing of best practices.
• Engage directly with customers to validate feedback, ensure actions meet their expectations, and confirm effectiveness of implemented improvements.
• Identify systemic issues and drive long-term solutions that enhance service quality, customer retention, and overall business performance.
• Promote a culture of customer-centricity and continuous improvement across the organization.

But what else? (advantages, specificities, etc.)

Travel Specificity:
Travel up to 25% as required to support regional alignment, customer engagement, and internal coordination.

Physical Demands:
While performing the duties of the job, the employee is regularly required to remain in a stationary position and occasionally move about the office and facility. Constantly operates and uses a computer and other office productivity machinery, such as a copier/printer. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information. The ability to observe, identify and assess details at close range (within a few feet of the observer). Occasionally lift and/or move up to 10 pounds across office for various needs.

Work Environment:
The work environment is predominantly office, with work occasionally being performed in a remote office of a customer or other business unit. Noise level in the office is typically quiet while the noise level in remote offices can occasionally require hearing protection.

Experience in relevant Business sector:
Experience in customer support, customer success, operations, or similar roles within a technical or industrial sector is required. Experience leading organization-wide feedback or engagement initiatives-such as analyzing survey results, driving action planning, and coordinating cross-functional follow-through-is also highly valued. Aerospace industry experience is preferred but not mandatory.

Candidate skills & requirements

Required Competencies:

Education/Experience
• Associate's degree in Business, Engineering, Aviation, or a related field preferred; equivalent combinations of education and experience will be considered.
• 2+ years of experience in aerospace aftermarket, strategic or customer support roles.
• Demonstrated experience working cross-functionally to drive initiatives, influence stakeholders, and implement process improvements.
• Experience leading feedback-driven improvement initiatives, including analyzing survey results, developing action plans, facilitating alignment across teams, and ensuring execution through to closure.
Knowledge, Skills, and Abilities
• Strong analytical skills with the ability to interpret data and translate insights into actions.
• Excellent communication and presentation skills for diverse internal and external audiences.
Strong project management and organizational capabilities.
• Ability to influence without direct authority across multiple teams and regions.
• Problem-solving mindset with focus on root cause analysis and sustainable solutions.

Leadership Skills / Management Skills / Personal Skills
• Ability to lead initiatives and drive accountability across cross-functional teams.
• Strong coordination and facilitation skills to align stakeholders and drive results.
• High attention to detail and follow-through to ensure actions are completed and effective.
• Results-driven with a focus on measurable improvements in customer satisfaction.
• Ability to manage multiple priorities in a fast-paced, global environment.

Annual salary

Based on Market Rate

Job location

Job location

North America, United States, Texas

City (-ies)

Grand Prairie, TX 75052

Applicant criteria

Minimum education level achieved

Associate Degree

Minimum experience level required

More than 3 years

ITAR Controlled Position: Select "Yes" if role requires U.S. citizenship/permanent residency

Yes