Customer Success Manager - Airline Operations

Flightscape, a CAE company, delivers innovative flight operations and optimization software that helps airlines improve efficiency, safety, and profitability. Our solutions are trusted by aviation professionals worldwide to make data-driven decisions in a complex and dynamic environment.

We are seeking a Customer Success Manager - Airline Operations, to lead and develop a high-performing team while building strategic partnerships with key customers in the aviation software industry. This role will focus on driving customer value, adoption, retention, and growth through data-driven insights and proactive engagement.

Lead, mentor, and develop a team of customer success professionals, with a focus on evolving customer relationships into strategic partnerships

Set clear performance goals, conduct regular evaluations, and provide ongoing coaching and feedback

Allocate team resources to ensure consistent, timely, and high-quality customer support

Serve as the primary point of contact for key clients, building and maintaining long-term relationships

Understand customer business needs, challenges, and strategic objectives related to aviation software

Proactively engage customers through regular reviews to maximize value and identify improvement opportunities

Drive product adoption by developing and executing customer success strategies

Partner with product teams to ensure solutions meet customer requirements and usability expectations

Develop and implement strategies to improve customer retention and mitigate churn risks

Identify at-risk accounts and take proactive measures to improve engagement and satisfaction

Collaborate with sales to identify upsell and cross-sell opportunities and support the sales cycle with customer insights

Analyze customer success data (e.g., satisfaction scores, support metrics, case trends) to generate insights and recommendations

Present data-driven findings to senior leadership to support business decisions and product improvements

This is a hybrid role with up to 20% travel required

Minimum Qualifications

Bachelor’s degree in business administration, aviation management, computer science, or a related field

7–10 years of experience in customer success, account management, or a related field

Minimum of 2 years of experience in a leadership or people management role

Demonstrated experience driving customer satisfaction, retention, and growth

Strong leadership and team management skills

Excellent communication and interpersonal skills, with the ability to work effectively with internal and external stakeholders

Knowledge of software products and the software development lifecycle

Experience using customer support systems and data analysis tools

Strong problem-solving and decision-making skills

Ability to travel up to 20%

Preferred Qualifications

Master’s degree in a relevant field

Experience in the aviation software industry

Knowledge of airline operations

Experience working with customer success analytics and reporting tools

Benefits

We’ve designed flexible policies to promote well-being and growth, based on role-specific eligibility and requirements:

Comprehensive medical, dental, vision, and EAP plans

401(k) and employee stock purchase programs with CAE match

Generous paid time off, including vacation and parental leave

Company-paid life insurance, AD&D, short-term disability, and caregiver support

Optional benefits including legal coverage, dependent life insurance, pet insurance, and flexible spending accounts (FSAs)

Programs supporting employee well-being and work-life balance

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About CAE

At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we’ve driven innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more sustainably. Join a purpose-driven organization where bold ideas are encouraged, collaboration drives progress, and your growth fuels our shared success.

Position Type

Regular

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As part of our process, we may use AI‑supported tools to help review applications, with human decision‑making at every step. CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.