Customer Success Manager (Chicago, IL)

TCR•Chicago, IL

1d•Onsite

About The Position

The Customer Success Manager (CSM) is accountable for the end-to-end success of assigned key customer accounts across North America. This role ensures that contractual commitments, such as fleet performance, maintenance compliance, and service delivery, are translated into consistent, high-performing operations for the customer. Serving as the primary post-contract commercial and operational interface, the CSM works closely with customers, local operations, workshops, and global support teams to maximize customer value, satisfaction, retention, and long-term partnership. The role blends operational leadership, performance analytics, and structured customer governance. This role will report directly to our Operations Director.

Requirements

5–10+ years of experience in maintenance-driven, asset-intensive operational environments, such as Aviation, airport operations, or ground handling; GSE, heavy equipment, or fleet leasing/maintenance; Industrial maintenance, transportation, or technical services
Proven experience managing SLA-based customer contracts
Strong ability to analyze operational, maintenance, and cost data and communicate findings clearly
Comfortable working in fast-paced, operationally complex environments
Ability to travel up to 25%

Nice To Haves

Experience supporting multi-site or multi-station operations in North America
Familiarity with pooled or shared fleet models
Exposure to electrification, alternative energy, or sustainability initiatives
Experience working with unionized or heavily regulated operational environments (a plus)

Responsibilities

Lead and facilitate monthly business reviews (MBRs) with customers, as well as quarterly and ad-hoc operational reviews
Prepare agendas, presentations, and performance reporting; document decisions, risks, and action plans
Communicate account performance and key actions internally to relevant stakeholders, including Global KAM teams
Build trusted relationships across customer operations, maintenance, fleet, procurement, and leadership teams
Coordinate cross-functionally with local operations, workshops, asset management, procurement, and HQ teams to ensure consistent execution
Run customer satisfaction reviews at least twice per year
Develop and manage improvement plans based on customer feedback and performance data
Own the end-to-end asset delivery and “in-rent” process for new equipment, including production and delivery coordination, telematics installation, logistics, receipt, and operational readiness
Support rapid revenue realization by ensuring assets are placed into service efficiently
Monitor and report on contracted service levels, including fleet availability, maintenance compliance, response times, and regulatory requirements
Investigate and resolve recurring equipment or warranty issues
Analyze fleet sizing, allocation, and utilization
Identify operational, safety, and cost improvement opportunities using performance data
Analyze maintenance, availability, utilization, and cost data to identify trends and root causes
Translate complex operational data into clear insights for customers and internal teams
Lead data-driven discussions during monthly reviews, helping customers understand performance drivers and trade-offs
Identify and communicate “farming” opportunities (replacement programs, additional assets, new products, electrification initiatives)
Transfer commercial leads to Business Development for execution
Support renewal discussions in coordination with Commercial and Global KAM teams