Customer Success Manager - Airline Operations

Hybrid

Responsibilities

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

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

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 experience match the

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.
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
Benefits We’ve designed flexible policies to promote well-being and growth, based on role-specific eligibility and