Senior Manager, Customer Success (Digital)
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Company:
The Boeing CompanyBoeing Global Services (BGS) team Boeing Ireland Limited is seeking a Senior Manager Customer Success (Digital) to lead a team of Customer Success Managers (CSMs) in delivering exceptional service and value to our aviation customers. This role is pivotal in driving customer satisfaction retention and expansion by optimizing team performance refining processes and enhancing systems. You will be responsible for mentoring a high-performing team implementing scalable success strategies and serving as a key liaison between customers and internal stakeholders.
This is a hybrid role and requires some onsite work in Dublin Ireland.
Position Responsibilities:
Team Leadership & Development
- Lead coach and develop a team of Customer Success Managers to exceed customer satisfaction retention and growth goals.
- Foster a culture of accountability continuous learning and customer-centricity.
- Conduct regular 1:1s performance reviews and career development planning.
Customer Success Strategy & Execution
- Define and implement scalable customer success strategies aligned with company goals.
- Oversee customer lifecycle management including onboarding adoption renewal and expansion.
- Establish and track KPIs to measure team performance and customer health.
Process & Systems Improvement
- Identify and recommend improvements to customer success processes tools and systems (e.g. CRM CS platforms).
- Collaborate with cross-functional teams (Sales Product Customer Experience Support Marketing) to streamline workflows and enhance the customer journey.
- Leverage data and analytics to drive decision-making and proactive customer engagement.
Customer Advocacy & Relationship Management
- Act as an escalation point for high-impact customer issues and ensure timely resolution. This includes direct involvement with our high priority and highly escalated customers.
- Champion the voice of the customer internally to influence product development and service enhancements.
- Promote customer advocacy through case studies referrals and participation in user community events.
Basic Qualifications (Required Skills/Experience):
- 3 years of direct people management experience in a Customer Success or Account Management role.
- 5 years of experience in Customer Success preferably in a SaaS or technology-driven environment.
- Proven track record of improving customer retention satisfaction and team performance.
- Excellent communication leadership and interpersonal skills.
- Skilled in setting and communicating expectations mediating and resolving issues within a team environment.
- Analytical mindset with the ability to interpret data and translate insights into action.
Preferred Qualifications (Desired Skills/Experience):
- Experience in the aviation industry.
- 8 years of customer-facing experience with strong customer engagement skills (executive presence written and verbal communication skills phone etiquette). Demonstrates a highly professional demeanor
- Familiarity with customer journey mapping and lifecycle frameworks.
- Certifications in Customer Success (e.g. SuccessHACKER Gainsight Pulse Academy) are a plus.
TheBoeing benefits packagegoes above and beyond focusing on your physical emotional financial and social well-being. Heres a snapshot of what we offer:
- Competitive salary and annual incentive plans.
- Continuous learning - youll develop the mindset and skills to navigate whatever comes next.
- Success as defined by you - well provide the tools and flexibility so you can make a meaningful impact your way.
- Learning Together Programme to support your on-going personal and career development.
- Access to Boeings Well Being Programs tool and incentives.
Language Requirements:
Not ApplicableEducation:
Not ApplicableRelocation:
Relocation assistance is not a negotiable benefit for this position.Security Clearance:
This position does not require a Security Clearance.Visa Sponsorship:
Employer will not sponsor applicants for employment visa status.Contingent Upon Award Program
This position is not contingent upon program awardShift:
Not a Shift Worker (Ireland)Required Experience:
Senior Manager
Key Skills
- User Interface
- Competitive Analysis
- New Technologies
- Business developments
- Communication
- Content Management System
- Market Research
- Internet
- Youtube
- Digital Assets
- Digital strategy
- Social Channels
- Digital Forensics
- A/B Testing
- Analytics
About Company
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