Customer Success Manager

About This Role

CAE Overview: CAE is a high technology company at the forefront of digital immersion providing solutions to make the world a safer place. Our flight services business delivers software solutions to over 150 airline customers.

Why Work at CAE:

• Meaningful work that drives professional development.
• Opportunities to grow within the technology industry.
• Collaborative work environment.
• Highperformance team culture.

We seek bright driven individuals with a passion for technology who want to hone their skills. If you enjoy challenging work being part of a global team and solving complex problems through technology business intelligence analytics and Agile practices CAE is the place for you. Our people develop and deliver powerful solutions to meet our customers current and future needs.

The Manager Customer Success Manager (CSM) acts as the clients advocate within the CAE Flight Services (CFS) organization. Reporting to Customer Success leadership the CSM works closely with internal teams (Account Delivery Customer Care Product Management Development) and external stakeholders to focus on solution adoption understanding the client landscape and key performance indicators.

Key Responsibilities:

• Develop and communicate a clear vision and strategic plan for the CSM team in the Americas aligning with CAEs goals and mission.
• Establish performance metrics and goals for the CSM team to ensure alignment with business objectives and customer success.
• Recruit train and mentor CSM team members fostering continuous improvement and professional development.
• Conduct regular performance reviews and provide constructive feedback to ensure high performance and engagement.
• Foster strong relationships with key customers to drive satisfaction loyalty and longterm partnerships.
• Act as the primary advocate for customers ensuring their needs and feedback are addressed effectively.
• Communicate regularly with senior leadership and stakeholders to provide updates on CSM activities and customer insights.
• Oversee customer governance ensuring visibility and effective solutions to critical issues.
• Utilize data and analytics to monitor customer success metrics identify trends and make informed decisions.
• Identify and implement process improvements to enhance the CSM teams efficiency and effectiveness.
• Design and implement customer success programs to drive product adoption satisfaction retention and business growth.

Additional Responsibilities:

• Ensure consistent documentation and standardization within timelines.
• Conduct regular customer checkpoint meetings and operational discussions to address concerns and exchange information at managerial and executive levels.
• Consistently use and update CSM tools dashboards process flow diagrams surveys and scorecards.
• Work closely with project delivery leaders to identify and understand deployment risks activities opportunities or deviations.
• Establish effective communication channels with clients and peers.
• Participate in sales enablement training and solution overviews to enhance product knowledge and understand solution roadmaps.

Job Requirements:

• 6 years of airline/aviation experience.
• Strong leadership and analytical skills.
• High organizational mindset and structure.
• Independent initiative and teamwork capability.
• Intellectual curiosity and knowledge expansion.
• Ability to plan and carry out responsibilities with minimal direction.
• Motivated and goaloriented.
• Comfortable engaging with senior and top management.
• Familiar with project management principles.
• Bachelors degree or higher.
• Excellent written and verbal communication skills.

#LIND1

Position Type

CAE thanks all applicants for their interest. However only those whose background and experience match the requirements of the role will be contacted.

Equal Opportunity Employer

CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race nationality colour religion sex gender indentity and expression sexual orientation disability neurodiversity veteran status age or other characteristics protected by local laws.

If you dont see yourself fully reflected in every job requirement listed in the job posting we still encourage you to reach out and apply. 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 .