Responsable de la réussite clientCustomer Success Manager (Aviation)

At SITA we keep airports moving airlines flying smoothly and borders open. Our technology and communication innovations power the success of the global air travel industry.

Youll find us in 95% of international airports working closely with over 2500 transportation and government clients. Each partnership brings unique challenges and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We dont just move the world forwardwere proud to be recognized as a Great Place to Work by our employees and certified in most of our growing locations. Here we feel empowered supported and inspired to grow.

Are you ready to love your job

The adventure begins right here with you at SITA.

Customer Success Manager will lead strategic customer relationships within the aviation industry. You will drive customer value strengthen executive partnerships lead service improvement initiatives and coordinate cross-functional action across SITA. This role combines customer leadership with practical knowledge of airline operations and mission-critical aviation technology environments.

As a Customer Success Manager you will not only be focusing on strategic customer success operations but also works at full competence to lead airline operational performance across multiple functions strategically balances customer experience operational efficiency cost optimization service reliability and business objectives in complex and high-impact environments.

• Manage a portfolio of strategic aviation customers and act as their trusted advisor.
• Develop and execute customer success plans that improve adoption satisfaction retention growth and measurable customer outcomes.
• Build strong relationships with customer executives airline operational leaders and key stakeholders.
• Lead executive business reviews service reviews governance forums and strategic customer engagements.
• Act as the voice of the customer and influence product service and operational priorities.
• Analyze customer health service performance adoption and operational trends to identify risks and opportunities.
• Lead Service Improvement Programs customer recovery plans and complex escalations.
• Coordinate Product Engineering Service Operations Delivery Support Sales Finance and Commercial teams to deliver agreed outcomes.
• Drive proactive risk management issue resolution and clear accountability for actions.
• Produce concise executive reports dashboards recommendations and decision materials.
• Support technology adoption digital transformation automation and AI-enabled improvement initiatives.
• Promote consistent customer success governance reporting engagement models and best practices.

• Strong aviation industry experience is required with knowledge of airline operations Operational Control Centers (OCC) flight operations airport operations air traffic management or aviation technology environments.
• 7 years of experience in Customer Success Account Management Service Management Aviation Operations or a related customer-facing role.
• Knowledge of airline operational systems aircraft connectivity flight planning or other mission-critical aviation technology platforms.
• Proven experience managing strategic customer relationships and engaging senior executives and operational stakeholders.
• Experience developing customer success strategies that support adoption retention growth satisfaction and long-term customer value.
• Demonstrated experience leading Service Improvement Plans complex escalations service recovery or customer transformation initiatives.
• Strong analytical and problem-solving capability with the ability to turn operational and customer data into clear recommendations.
• Experience preparing executive dashboards business reviews performance reports and governance materials.
• Ability to influence without direct authority and align diverse stakeholders in a global matrix organization.
• Proven cross-functional leadership across Product Engineering Operations Sales Delivery Support Finance or Commercial teams.
• Strategic judgment business acumen prioritization and the ability to deliver outcomes through complexity.

Wereall about operate in 200 countries and speak 60 different languages and really proud of our inclusive offices are comfortable and fun places to work and we make sure you get to work from home too. Find out whatitslike to join our team and take a step closer to your best life ever.

Flex Week:Work from home up to 2 days/week (depending onyour teamsneeds)

Flex Day:Make your workday suit your lifeand plans.

FlexLocation:Take up to30 daysa year to work from any location in the world.

Employee Wellbeing:Wevegot you covered with our Employee Assistance Program (EAP) foryou and your dependents24/7365 days/year. We also offerChampion Health a personalizedplatformthatsupports a range ofwellbeing needs.

Professional Development:At SITA we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. FromLinkedIn LearningMicrosofts Enterprise Skills Initiative andAirport Council Internationalavailable to all employeesto specialized solutions likePluralsightfor technology upskillingHarvard Business Publishingfor people leadershipStanfordfor strategic development and many others we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We valuea diverse support of our Employment Equity Programwe encouragewomen aboriginal people members of visible minorities and/or persons with disabilities to apply and self-identifyin the application process.