Customer Success Manager

Remote – 1801 E 6th St, Austin, TX 78702, USA

Jeppesen Fore Flight is seeking an experienced Customer Success Manager (individual contributor) to join our Customer Success organization. This is a customer-facing, commercially accountable role responsible for governing, protecting, and growing revenue across a portfolio of Commercial Airline customers.

Customer Success Managers focus on retention, renewal execution, expansion, customer health, and sentiment (NPS). The core mission of this role is to ensure customers achieve measurable ROI from their investment, renew with confidence, and expand based on realized value.

This role requires strong financial acumen, executive presence, and the ability to own the full renewal motion—from strategic planning through contract signature.
Fluency in Spanish is required, as this role will primarily support Spanish-speaking customers.

As a Customer Success Manager, you will lead value-based, outcome-driven success motions across Jeppesen Fore Flight’s portfolio, including:

Flight Operations Solutions Supporting Airline Operations Control Centers (OCC) with solutions such as Crew Scheduling, Flight Planning, Crew Tracking, and Operations Control.

Flight Deck Solutions Supporting pilots and EFB administrators with Electronic Flight Bag applications, navigation, charting, and flight deck tools.

• Own the end-to-end customer lifecycle with a primary focus on renewal, retention, and growth
• Lead renewal strategy and execution, ensuring timely planning, risk mitigation, negotiation, and signature
• Develop and execute value-based adoption plans aligned to customer KPIs, success metrics, and business outcomes
• Quantify and communicate customer ROI by correlating product adoption to operational and financial outcomes
• Maintain a 360-degree view of customer health, including engagement, risk, sentiment, and expansion signals
• Build trusted relationships with executive sponsors, economic buyers, and operational leaders
• Proactively identify and expansion opportunities (upsell and cross-sell), partnering with Sales on complex motions
• Facilitate Executive Business Reviews focused on outcomes, value realization, and forward strategy
• Partner cross-functionally with Sales, Solutions Engineering, Support, and Product to advocate for customer needs and drive customer solutions
• Act decisively to mitigate churn and protect recurring revenue
• Operate as a self-starter while thriving in a virtual work environment

• Customers clearly achieve the value and ROI of Jeppesen Fore Flight solutions
• Renewals are planned early, executed smoothly, and closed on time
• Risks are surfaced early and addressed proactively
• Expansion is driven by outcomes, not transactions
• Customers view you as a strategic partner, not a support function

• 5+ years of experience in Customer Success within a SaaS environment
• Fluency in Spanish
• Strong understanding of aligning customer business processes to software capabilities
• Commercial & Financial Acumen:
  Comfortable owning revenue conversations, renewal strategy, pricing discussions, and negotiations
• Executive Communication:
  Able to influence senior airline leaders with clarity, confidence, and data
• Outcome-Driven Mindset:
  Relentless focus on adoption, value realization, and customer goals
• Relationship Leadership:
  Builds trust across users, operators, and executive stakeholders
• Problem &
  
  Risk Management:
  
  Anticipates issues and resolves them (with partners in support) in a way that strengthens long-term relationships
• Collaboration:
  
  Works seamlessly across all teams across the company

• 7+ years of experience in Customer Success or related SaaS roles
• Experience in Commercial Airline Operations, OCC, or Flight Operations environments
• Experience with Salesforce and Gainsight
• Familiarity with structured adoption, success, and renewal methodologies
• Experience working with international customers and cross-cultural teams

Jeppesen Fore Flight is a leading provider of innovative aviation software solutions, serving the Commercial, Business, Military, and General Aviation sectors globally. Combining…