Customer Success Manager - Airline Operations

CAE • Irving, TX

1d • Hybrid

About The Position

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

• 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%

Nice To Haves

• 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

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 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager