Sr Customer Success Manager, LATAM

ForeFlight•Austin, TX

12h•$100,000 - $125,000•Onsite

About The Position

We are recruiting for a Customer Service Manager (CSM) supporting government and military customers using Jeppesen ForeFlight digital solutions across Latin America and South America. This position is based in the United States, entailing travel to customer sites across the territory. The Customer Service Manager is responsible for the overall commercial health and strategic direction of the customer relationship, driving retention, renewal and identifying growth across a portfolio of government and military aviation accounts. In this role, you will act as the primary strategic point of contact for a portfolio of government and military aviation customers across the territory, building strong relationships with User, Manager, Contract Administrator and senior Program and Procurement level stakeholders, and developing a thorough understanding of each customer's workflow, procurement environment and long‑term operational requirements to become a trusted strategic advisor in support of the solution. At all times the primary goal of the Customer Service Manager is to proactively protect the integrity of the customer's operations while using our solutions, while continually growing the strategic and commercial value of the account.

Requirements

6+ years of experience in an Account Management or Customer Success, preferably in government or defense marketgs
Managed a portfolio of strategic government and defense accounts, serving as the primary point of contact for senior military and civilian leadership
Demonstrated experience engaging and influencing senior military and government decision-makers
Proven ability to navigate complex, multi-stakeholder procurement and approval processes
Familiarity with government procurement processes and contracting frameworks is highly desirable
Experience in a customer‑facing role within aviation, flight operations, flight support, flight dispatch, or a related field
Fluency in written and verbal English. High level of proficiency in Spanish
Willingness and ability to travel across Latin America and South America

Nice To Haves

Prior experience supporting government or military aviation customers
Experience with flight planning software, aeronautical charts, or related aviation technology
Strong presentation skills to senior/C‑level audiences
Strong problem‑solving and training skills
Strong use of Microsoft Office Suite, CRM tools such as Salesforce and Claude
Pilot or aviation enthusiast

Responsibilities

Own the overall customer relationship and act as the main strategic escalation point for government and military aviation customers across Latin America and South America
Develop and execute strategic account plans for each customer, identifying whitespace and expansion opportunities within existing accounts, working closely with Sales
Build and maintain relationships with senior stakeholders across User, Program, Contracting and Procurement functions, mapping the customer's buying and procurement processes to inform account strategy
Partner with sales, product, and support teams to translate customer requirements into actionable priorities
Support adoption of Jeppesen ForeFlight digital solutions, including onboarding of new customers and expansion within existing accounts
Maintain subject matter expert level awareness of company software solutions and related product solutions and technology
Provide remote or on‑site problem‑solving assistance, coordinating with internal engineering, support and product teams as required
Oversee the delivery of scoped services, ensuring service levels and commercial commitments are met
Lead the renewal strategy for the territory, securing follow-on contracts and working closely with Contracts on commercial terms and negotiation approach
Travel extensively across Latin America and South America, to support customer relationships and on‑site activity