Responsable de la réussite client/Customer Success Manager

SITA Switzerland Sarl • Montreal, QC

1d • Hybrid

About The Position

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry. You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don’t just move the world forward—we’re proud to be recognized as a Great Place to Work® by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow. Are you ready to love your job? The adventure begins right here, with you, at SITA.

This role focuses on managing strategic customer relationships, driving customer success, leading service reviews, advocating for customer needs, providing analytics, and coordinating cross-functional customer success activities across AMER region customers. Reporting to the Regional Head of Customer Experience EURO & AMER, the Customer Experience Manager acts as a senior regional leader and trusted advisor across customer, operational, commercial, product, and service management communities. The role represents Customer Experience leadership in internal and customer-facing engagements and acts as delegate for the Regional Head of Customer Experience as required. As a Customer Success Manager, you will not only be focusing on strategic customer success operations but also works at full competence to lead airline operational performance across multiple functions, strategically balances customer experience, operational efficiency, cost optimization, service reliability, and business objectives in complex and high-impact environments.

Requirements

• 7+ years of experience in Customer Experience, Customer Success, Account Management, Service Management, Aviation Operations, Telecommunications, or related customer-facing leadership roles.
• Proven experience leading regional or global customer success initiatives and managing strategic accounts.
• Experienced in leading cross-functional transformation programs and organizational change initiatives.
• Comfortable engaging and influencing senior executives, customers, and internal leadership teams.
• Strategic thinker with strong business acumen, analytical capabilities, and operational leadership skills.
• Demonstrated ability to lead through complexity, manage competing priorities, and deliver measurable business outcomes.

Responsibilities

• Own and lead a portfolio of strategic customer accounts, acting as a trusted advisor to executive stakeholders and aligning customer objectives with business priorities.
• Develop and execute regional customer success strategies to improve customer satisfaction, solution adoption, retention, growth, and business outcomes.
• Build and maintain executive-level customer relationships, leading business reviews, steering committees, and strategic engagement forums.
• Serve as the voice of the customer, influencing product strategy, service enhancements, operational priorities, and organizational decision-making.
• Lead, coach, and mentor Customer Experience Managers, fostering professional development, knowledge sharing, succession planning, and capability growth.
• Drive customer experience harmonization and governance by establishing standardized processes, frameworks, best practices, and reporting methodologies across the region.
• Analyze customer health, operational performance, adoption, and satisfaction metrics to identify risks, opportunities, and improvement actions.
• Provide executive-level insights and recommendations through dashboards, business reviews, performance reporting, and data-driven decision-making.
• Lead customer recovery, service improvement, and transformation initiatives, ensuring proactive risk management and continuous improvement.
• Champion operational excellence, automation, AI-enabled capabilities, and process optimization to enhance customer outcomes and organizational efficiency.
• Collaborate and influence across cross-functional teams, including Sales, Product, Service Operations, Engineering, Delivery, Support, Finance, and Commercial functions to drive successful customer outcomes.
• Provide strategic and operational leadership across the region, representing Customer Experience in executive forums and assuming delegated authority for regional governance, escalations, planning, and business-critical initiatives as required.

Benefits

• Work from home up to 2 days/week
• Make your workday suit your life and plans.
• Take up to 30 days a year to work from any location in the world.
• Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year.
• Champion Health – a personalized platform that supports a range of wellbeing needs.
• Access to world-class platforms and programs designed to help you thrive, including LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International.
• Specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development.
• Competitive benefits that make sense with both your local market and employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed