Customer Success Manager

• Report into Customer Success leadership and collaborate with internal teams (Account Management, Delivery, Customer Care, Product Management, Development) as well as external stakeholders and partners.
• Maintain broad understanding of the client environment, including Flightscape assets, competitor products, and customer‑developed solutions.
• Navigate across CAE/Flightscape and the client organization to facilitate faster issue resolution.
• Support customers in realizing maximum value from purchased products and services by:
  • Understanding the customer’s business context, product/service environment, and advocating for customer success.
  • Partnering with the customer and internal teams to ensure critical issues are prioritized appropriately.
  • Reducing escalation rates through proactive engagement and deep customer knowledge.
  • Challenging status quo to enable customer success.
• Navigate CAE/Flightscape teams to design or improve processes supporting client needs.
• Act as the client advocate and facilitate meetings to clarify expectations and drive solution alignment.
• Work closely with Customer Care to identify and resolve chronic client trends or issues.
• Ensure client issues are managed efficiently and communicate status updates to internal and external stakeholders; support troubleshooting as needed.
• Conduct regular customer checkpoint and operational meetings at managerial and executive levels to address concerns and ensure consistent messaging.
• Utilize CSM tools, dashboards, process flows, surveys, and scorecards consistently.
• Partner with project delivery leaders to identify and understand deployment risks, activities, opportunities, and deviations.
• Establish effective communication channels with clients and internal peers.
• Participate in sales enablement training and/or solution overviews to enhance product knowledge and understanding of roadmap.

• 12+ years of airline/aviation experience.
• Strong analytical and problem‑solving skills.
• Ability to lead complex projects and clients.
• Demonstrated ability to take initiative and work both independently and collaboratively.
• Intellectual curiosity and desire to expand knowledge base.
• Ability to plan and carry out responsibilities independently.
• Motivated and goal‑oriented with strong ownership.
• Comfortable engaging with client managers, directors, and executives.
• Familiarity with project management principles.
• Bachelor’s degree or higher.
• Ability to independently handle multiple clients, including high‑revenue or top‑level strategic accounts.
• Excellent written and verbal English communication skills.
• Ability to work in a fast‑paced, time‑sensitive environment.

• (None provided. If you would like, I can help draft preferred qualifications aligned with the role.)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Below is a nonexclusive list and may be updated at any time.  

• Occasionally ascends or descends ladders, stairs, scaffolding, ramps, and poles. 

• Constantly remains in a stationary position, standing or sitting. 

• Occasionally moves about accomplishing tasks or travel. 

• Occasionally adjusts or moves objects up to 20 pounds. 

• Constantly performs repeating motions involving wrists, hands, and fingers.