Customer Success Lead

The Customer Success Lead (CSL) is responsible for driving longterm customer success, adoption, and value realization for Pelesys digital training solutions, with a strong focus on reducing customer churn and strengthening retention. This role serves as the primary postsale and post-implementation point of contact for assigned customers and plays a critical role in customer onboarding, smallerscale implementations, ongoing product adoption, and operational success.

The CSL partners closely with Product, Professional Services, Support, Finance, and Business Development teams to ensure seamless delivery, proactive issue management, and a consistently high quality customer experience. By aligning Pelesys capabilities to customer needs and outcomes, the CSL helps maximize customer value, improve satisfaction, and support longterm account stability and growth.

• Act as the first point of contact for customers for ongoing business, operational, and application-related needs.
• Build and maintain trusted relationships with customer stakeholders at operational, technical, and leadership levels.
• Understand customer objectives, success criteria, and operational context.
• Lead regular customer engagements, including monthly touchpoints and periodic business reviews.

• Own customer health, satisfaction, and retention outcomes for assigned accounts.
• Monitor usage, adoption, and engagement trends to ensure sustained value realization.
• Proactively identify adoption risks and coordinate mitigation plans with internal teams.
• Support renewals by ensuring strong relationships, active usage, and customer satisfaction.

• Lead or contribute to new customer implementations, including ownership of smallerscale implementations.
• Manage implementation activities by adhering to agreed timelines and ensuring successful customer adoption.
• Coordinate deployment, integration, and configuration of Pelesys products with CAE internal teams.
• Support customers with data migration and system migration activities.
• Support customer training to ensure successful onboarding and ongoing product usage.

• Provide customers with system and application roadmaps, aligning product capabilities with customer needs.
• Gather and translate application, integration, and workflow requirements, including integrations with other CAE systems.
• Serve as the voice of the customer to Product, Engineering, Support, and Professional Services teams.
• Communicate product updates, enhancements, and platform changes clearly to customers.

• Own the escalation of high impact and critical issues, in addition to standard ticket management (e.g., Jira).
• Coordinate cross functional response during escalations to ensure timely resolution.
• Track actions, dependencies, and outcomes related to escalated issues.

• Support contract requirements, including understanding commercial terms and operational implications.
• Prepare and support Payper Use invoicing in collaboration with Finance and internal stakeholders.
• Identify potential upsell and expansion opportunities based on customer maturity and usage.
• Partner with Business Development and Sales teams by providing customer context and success insights.

• Lead or coordinate training initiatives to improve adoption and customer proficiency.
• Conduct discovery sessions to identify optimal solutions, workflows, and configurations.
• Deliver product demonstrations and capability presentations (or demonstrate aptitude to become proficient).
• Support customer engagement activities such as user groups, beta programs, advisory boards, trade shows, and conferences.

• Maintain accurate customer documentation, risks, action plans, and engagement records in CRM and internal systems.
• Track commitments, followups, customer dependencies, and key outcomes.
• Record meeting minutes and action items and ensure appropriate followthrough.
• Contribute to customer success playbooks, standards, and continuous improvement initiatives.
• Perform other related duties…