The Customer Success Lead (CSL) is responsible for driving longterm customer success adoption and value realization for Pelesys digital training solutions with a strong focus on reducing customer churn and strengthening retention. This role serves as the primary postsale and postimplementation point of contact for assigned customers and plays a critical role in customer onboarding smallerscale implementations ongoing product adoption and operational success.

The CSL partners closely with Product Professional Services Support Finance and Business Development teams to ensure seamless delivery proactive issue management and a consistently highquality customer experience. By aligning Pelesys capabilities to customer needs and outcomes the CSL helps maximize customer value improve satisfaction and support longterm account stability and growth.

Description

Customer Relationship Management

• Act as the first point of contact for customers for ongoing business operational and application-related needs.
• Build and maintain trusted relationships with customer stakeholders at operational technical and leadership levels.
• Understand customer objectives success criteria and operational context.
• Lead regular customer engagements including monthly touchpoints and periodic business reviews.

Customer Success & Retention

• Own customer health satisfaction and retention outcomes for assigned accounts.
• Monitor usage adoption and engagement trends to ensure sustained value realization.
• Proactively identify adoption risks and coordinate mitigation plans with internal teams.
• Support renewals by ensuring strong relationships active usage and customer satisfaction.

Implementations & Onboarding

• Lead or contribute to new customer implementations including ownership of smallerscale implementations.
• Manage implementation activities by adhering to agreed timelines and ensuring successful customer adoption.
• Coordinate deployment integration and configuration of Pelesys products with CAE internal teams.
• Support customers with data migration and system migration activities.
• Support customer training to ensure successful onboarding and ongoing product usage.

Product & Application Enablement

• Provide customers with system and application roadmaps aligning product capabilities with customer needs.
• Gather and translate application integration and workflow requirements including integrations with other CAE systems.
• Serve as the voice of the customer to Product Engineering Support and Professional Services teams.
• Communicate product updates enhancements and platform changes clearly to customers.

Escalations & Operational Support

• Own the escalation of highimpact and critical issues in addition to standard ticket management (e.g. Jira).
• Coordinate crossfunctional response during escalations to ensure timely resolution.
• Track actions dependencies and outcomes related to escalated issues.

Commercial & Financial Support

• Support contract requirements including understanding commercial terms and operational implications.
• Prepare and support PayperUse invoicing in collaboration with Finance and internal stakeholders.
• Identify potential upsell and expansion opportunities based on customer maturity and usage.
• Partner with Business Development and Sales teams by providing customer context and success insights.

Training Enablement & Advocacy

• Lead or coordinate training initiatives to improve adoption and customer proficiency.
• Conduct discovery sessions to identify optimal solutions workflows and configurations.
• Deliver product demonstrations and capability presentations (or demonstrate aptitude to become proficient).
• Support customer engagement activities such as user groups beta programs advisory boards trade shows and conferences.

Operational Excellence

• Maintain accurate customer documentation risks action plans and engagement records in CRM and internal systems.
• Track commitments followups customer dependencies and key outcomes.
• Record meeting minutes and action items and ensure appropriate followthrough.
• Contribute to customer success playbooks standards and continuous improvement initiatives.
• Perform other related duties as required.
  

Minimum Qualifications

• Experience in Customer Success Account Management or Customer Experience within a B2B SaaS technology or professional services environment.
• Proven ability to manage postimplementation customer relationships and drive adoption.
• Strong stakeholder management and crossfunctional collaboration skills.
• Excellent written verbal and presentation skills including engagement with senior stakeholders.
• Experience working with CRM systems and digital collaboration tools.
• Proficiency with MS Office suit.
• Strong customercentric mindset with a focus on outcomes retention and value realization.

Preferred Qualifications

• Experience in aviation training regulated industries or complex enterprise environments.
• Familiarity with Pelesys or similar training management systems.
• Bachelors degree in Business Aviation Technology or a related field.
• Bilingual (French-English).

Benefits

• Group Insurance
• Telemedicine Employee and Family Assistance Program
• Employee Stock Purchase Plan
• Group RRSP
• CAE Pension Plan/Defined Benefit Plan
• Sabbatical Leave
• Flex Time
• Enhanced Parental Leave

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About CAE

At CAE our mission is clear: to help make the world a safer place. For nearly 80 years weve 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

Equal Opportunity & Accommodations

CAE is committed to providing equal opportunities to all applicants regardless of race nationality color religion sex gender identity or expression sexual orientation disability neurodiversity veteran status age or other characteristics protected by law. We encourage applicants who may not meet every qualification to apply. Reasonable accommodations are availablecontact your recruiter or email if needed.

Data Privacy

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As part of our process we may use AIsupported tools to help review applications with human decisionmaking 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.