Flightscape, a CAE company, delivers innovative flight operations and optimization software that helps airlines improve efficiency, safety, and profitability. Our solutions are trusted by aviation professionals worldwide to make data-driven decisions in a complex and dynamic environment.
We are seeking a
Customer Success Manager - Airline Operations, to lead and develop a high-performing team while building strategic partnerships with key customers in the aviation software industry. This role will focus on driving customer value, adoption, retention, and growth through data-driven insights and proactive engagement.
- Lead, mentor, and develop a team of customer success professionals, with a focus on evolving customer relationships into strategic partnerships
- Set clear performance goals, conduct regular evaluations, and provide ongoing coaching and feedback
- Allocate team resources to ensure consistent, timely, and high-quality customer support
- Serve as the primary point of contact for key clients, building and maintaining long-term relationships
- Understand customer business needs, challenges, and strategic objectives related to aviation software
- Proactively engage customers through regular reviews to maximize value and identify improvement opportunities
- Drive product adoption by developing and executing customer success strategies
- Partner with product teams to ensure solutions meet customer requirements and usability expectations
- Develop and implement strategies to improve customer retention and mitigate churn risks
- Identify at-risk accounts and take proactive measures to improve engagement and satisfaction
- Collaborate with sales to identify upsell and cross-sell opportunities and support the sales cycle with customer insights
- Analyze customer success data (e.g., satisfaction scores, support metrics, case trends) to generate insights and recommendations
- Present data-driven findings to senior leadership to support business decisions and product improvements
- This is a hybrid role with up to 20% travel required
Minimum Qualifications- Bachelor's degree in business administration, aviation management, computer science, or a related field
- 7-10 years of experience in customer success, account management, or a related field
- Minimum of 2 years of experience in a leadership or people management role
- Demonstrated experience driving customer satisfaction, retention, and growth
- Strong leadership and team management skills
- Excellent communication and interpersonal skills, with the ability to work effectively with internal and external stakeholders
- Knowledge of software products and the software development lifecycle
- Experience using customer support systems and data analysis tools
- Strong problem-solving and decision-making skills
- Ability to travel up to 20%
Preferred Qualifications- Master's degree in a relevant field
- Experience in the aviation software industry
- Knowledge of airline operations
- Experience working with customer success analytics and reporting tools
BenefitsWe've designed flexible policies to promote well-being and growth, based on role-specific eligibility and requirements:
- Comprehensive medical, dental, vision, and EAP plans
- 401(k) and employee stock purchase programs with CAE match
- Generous paid time off, including vacation and parental leave
- Company-paid life insurance, AD&D, short-term disability, and caregiver support
- Optional benefits including legal coverage, dependent life insurance, pet insurance, and flexible spending accounts (FSAs)
- Programs supporting employee well-being and work-life balance
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Position Type Regular
