Customer Success Manager; Onsite

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry.

As the primary point of contact for AMER-based customers, the Customer Success Manager (CSM) ensures the successful adoption, retention, and value realization of our products and services across North, Central, and South America, as well as the Caribbean. This fully onsite role can be located in Annapolis, MD;
Cedar Rapids, IA; or Des Plaines, IL.

• Serve as the primary point of contact for AMER-based customers, ensuring alignment with operational goals and business outcomes.
• Manage key accounts across major U.S., Canadian, Latin American, and Caribbean airlines, ground handlers, and airport authorities.
• Partner with regulatory agencies (e.g., customs, immigration) and ensure coordination on compliance-related topics where applicable.
• Maintain deep knowledge of regional fleet types, operational models, and aviation ecosystem differences across AMER markets.
• Lead business reviews, product adoption strategies, and success planning sessions with customer leadership teams.
• Proactively identify areas of risk and opportunity to improve customer outcomes and maximize retention.
• Collaborate cross‑functionally with Product, Engineering, Sales, and Support teams to ensure unified customer engagement.
• Represent the voice of the customer within the organization and support continuous improvement initiatives.
• Support escalations, coordinate resolution paths, and ensure a consistent customer experience across all engagements.
• Travel up to 25% as required.

• University Degree or equivalent experience and minimum 5 years of relevant experience, or an advanced degree and minimum 3 years of experience.
• 5+ years of experience in Customer Success, Account Management, or aviation-related roles.
• Experience communicating with customers, internal stakeholder management, and presentation skills.
• Experience analyzing data, translating insights into strategy, and driving measurable customer outcomes.

• ITIL V5 Foundations Certification.
• Strong understanding of airline, airport, and aviation operational processes in the AMER region.
• Experience with government regulations and processes, or industry compliance frameworks.
• Proficiency in Spanish or Portuguese is a plus for regional coverage.

Onsite:
Employees work primarily onsite. This includes all production and maintenance employees, who are essential to the development of our products. Candidates will learn more about role type and current site status throughout the recruiting process.

• Medical, dental, and vision insurance.
• Three weeks of vacation for newly hired employees.
• Generous 401(k) plan with employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option.
• Tuition reimbursement program.
• Student loan repayment program.
• Life insurance and disability coverage.
• Optional additional coverages such as pet insurance, home and auto insurance, critical illness, group legal,  protection.
• Birth, adoption, parental leave benefits.
• Ovia Health, fertility, and family planning.
• Autism Benefit.
• Employee Assistance Plan, including up to 10 free counseling sessions.
• Healthy You Incentives, wellness rewards program.
• Doctor on Demand, virtual doctor visits.
• Bright Horizons, child and elder care services.
• Teladoc Medical Experts, second opinion program.
• And more!

Salary range: 86,800 USD – 165,200 USD.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.