Customer Success Manager

Jeppesen ForeFlight Careers•Austin, TX

15h•$136,000 - $204,000•Remote

About The Position

Jeppesen ForeFlight is seeking an experienced Customer Success Manager (individual contributor) to join our Customer Success organization. This is a customer-facing, commercially accountable role responsible for governing, protecting, and growing revenue across a portfolio of Commercial Airline customers. Customer Success Managers focus on retention, renewal execution, expansion, customer health, and sentiment (NPS). The core mission of this role is to ensure customers achieve measurable ROI from their investment, renew with confidence, and expand based on realized value. This role requires strong financial acumen, executive presence, and the ability to own the full renewal motion—from strategic planning through contract signature. As a Customer Success Manager, you will lead value-based, outcome-driven success motions across Jeppesen ForeFlight’s portfolio, including: Flight Operations Solutions Supporting Airline Operations Control Centers (OCC) with solutions such as Crew Scheduling, Flight Planning, Crew Tracking, and Operations Control. Flight Deck Solutions Supporting pilots and EFB administrators with Electronic Flight Bag applications, navigation, charting, and flight deck tools. What Success Looks Like: Customers clearly achieve the value and ROI of Jeppesen ForeFlight solutions Renewals are planned early, executed smoothly, and closed on time Risks are surfaced early and addressed proactively Expansion is driven by outcomes, not transactions Customers view you as a strategic partner, not a support function

Requirements

5+ years of experience in Customer Success within a SaaS environment
Fluency in Spanish
Strong understanding of aligning customer business processes to software capabilities
Commercial & Financial Acumen: Comfortable owning revenue conversations, renewal strategy, pricing discussions, and negotiations
Executive Communication: Able to influence senior airline leaders with clarity, confidence, and data
Outcome-Driven Mindset: Relentless focus on adoption, value realization, and customer goals
Relationship Leadership: Builds trust across users, operators, and executive stakeholders
Problem & Risk Management: Anticipates issues and resolves them (with partners in support) in a way that strengthens long-term relationships
Collaboration: Works seamlessly across all teams across the company

Nice To Haves

7+ years of experience in Customer Success or related SaaS roles
Experience in Commercial Airline Operations, OCC, or Flight Operations environments
Experience with Salesforce and Gainsight
Familiarity with structured adoption, success, and renewal methodologies
Experience working with international customers and cross-cultural teams

Responsibilities

Own the end-to-end customer lifecycle with a primary focus on renewal, retention, and growth
Lead renewal strategy and execution, ensuring timely planning, risk mitigation, negotiation, and signature
Develop and execute value-based adoption plans aligned to customer KPIs, success metrics, and business outcomes
Quantify and communicate customer ROI by correlating product adoption to operational and financial outcomes
Maintain a 360-degree view of customer health, including engagement, risk, sentiment, and expansion signals
Build trusted relationships with executive sponsors, economic buyers, and operational leaders
Proactively identify and expansion opportunities (upsell and cross-sell), partnering with Sales on complex motions
Facilitate Executive Business Reviews focused on outcomes, value realization, and forward strategy
Partner cross-functionally with Sales, Solutions Engineering, Support, and Product to advocate for customer needs and drive customer solutions
Act decisively to mitigate churn and protect recurring revenue
Operate as a self-starter while thriving in a virtual work environment