Senior Manager, Customer Success and Performance

Mitsubishi•Bridgeport, WV

71d

About The Position

MHIRJ's network of service centers, support offices and parts depots are positioned in important aviation hubs in the U.S. The Senior Manager, Customer Success & Performance, is responsible for leading all aspects of customer contract management and relationship oversight. The position provides strategic guidance to senior management and ensures all contracts are managed to the highest standards. Acting as a strategic liaison between commercial, operational, and legal teams, the Senior Manager ensures contractual obligations are clearly understood, tracked, and met throughout the agreement lifecycle. As the primary point of contact for customer communications, this role drives compliance and alignment on performance expectations, resolves issues proactively, fosters long-term customer relationships, and identifying opportunities for growth and continuous improvement.

Requirements

Bachelor's degree in Business, Aviation Management, or related field.
7+ years of progressive experience in customer success, account management, or commercial operations—ideally in the aviation or MRO sector.
3+ years in a leadership role, with demonstrated experience developing and motivating teams.
Proven track record of driving customer satisfaction, operational performance, and process improvement.
Strong communication and relationship-building skills with the ability to influence across all levels.
Excellent analytical and problem-solving abilities, with high attention to detail.
Advanced proficiency in Microsoft Excel and data-driven performance analysis.

Responsibilities

Lead and develop a team of Customer Success professionals through effective coaching, feedback, and performance management.
Oversee daily operations to ensure safety, efficiency, quality, and adherence to performance objectives.
Build a culture of engagement and accountability through recognition, training, and continuous improvement.
Act as the primary point of contact for key customers, fostering trust, alignment, and proactive communication.
Monitor and report customer performance metrics, ensuring service levels and KPIs are consistently achieved.
Lead customer reviews to assess operational performance and identify opportunities for improvement.
Manage escalations and ensure timely, effective resolution of customer issues.
Collaborate with internal teams (Operations, Finance, Commercial) to ensure alignment between customer needs and company deliverables.
Support business growth through renewals, performance reviews, and strategic account planning.
Provide insights and feedback to internal stakeholders to enhance service delivery and customer experience.