- Location
- Irving, United States of America
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Operations
- Seniority
- Manager
- Experience
- 7+ years
- Source
- Workday
Description
- 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
- 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
#LI-MS1
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
RegularEqual Opportunity Employer
CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, color, national origin, age, religion, sex, disability status, protected veteran status, or any other characteristic protected by federal, state or local laws. At CAE, everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process. If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at [email protected].
Data Privacy
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.
