Customer Success Manager; Onsite

Customer Success Manager (CSM) for the AMER Region

The Customer Success Manager (CSM) for the AMER Region is responsible for ensuring the successful adoption, retention, and value realization of our products and services across North, Central, and South America, as well as the Caribbean. This role serves as a strategic partner to our airline, airport, OEM, and ANSP customers, driving operational excellence, customer satisfaction, and long-term customer relationship.

This is a fully onsite role and can sit in any one of the following Collins locations:
Annapolis, MD;
Cedar Rapids, IA; or Des Plaines, IL.

What You Will Do

• 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. government customers – customs, immigration, etc.) 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.
• Position will require travel up to 25%.

Qualifications You Must Have

• Typically requires a University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years 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.

Qualifications We Prefer

• 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.

Role Type

This position is classified as:

Onsite:
Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.

Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee's personal responsibility.

What We Offer

Some of our competitive benefits package includes:

• Medical, dental, and vision insurance.
• Three weeks of vacation for newly hired employees.
• Generous 401(k) plan that includes 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 coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal,  protection.
• Birth, adoption, parental leave benefits.
• Ovia Health, fertility, and family planning.
• Adoption Assistance.
• 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!

Avionics delivers advanced cockpit displays, vision systems, and comprehensive digital solutions for global government, commercial and business aviation customers. We provide connectivity and managed data services to ensure safety and seamless communication for passengers, crews, and militaries, from aircraft and airports to air traffic management. Join us in creating solutions that connect the world, one flight at a time. Start your application today.

At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other -- propel us all higher, again and again. Apply now and be part of the team that's redefining aerospace, every day.

As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote.

The salary range for this role is 86,800 USD - 165,200 USD. The…