Sr Customer Success Manager

Jeppesen Fore Flight is seeking a Senior 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.

As a Customer Success Manager, you will lead value-based, outcome-driven success motions across Jeppesen Fore Flight's portfolio, including Flight Operations Solutions which supports Airlines Operations Control Centers and Flight Deck Solutions which supports pilots and EFB administrators. The ideal candidate brings strong financial acumen, executive presence, and the ability to own the full renewal motion—from strategic planning through contract signature.

In this role, success means customers clearly achieve the value and ROI of Jeppesen Fore Flight solutions, renewals are planned early, executed smoothly, and closed on time, and risks are surfaced and addressed before they escal.

We are also open to hiring in the following countries:
Denmark, Poland, and Germany.

• 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 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
• Self‑starter with the ability to thrive in a virtual work environment

• 5+ years of experience in Customer Success within a SaaS environment
• Strong understanding of aligning customer business processes to software capabilities
• Demonstrated success in negotiation, conflict resolution, and executive engagement
• Excellent written and verbal communication skills
• High financial acumen with the ability to own revenue conversations, renewal strategy, pricing discussions, and negotiations
• Executive presence with the ability to influence senior airline leaders with clarity, confidence, and data
• Outcome‑driven mindset with a relentless focus on adoption, value realization, and customer goals
• Relationship leadership with the ability to build trust across users, operators, and executive stakeholders
• Strong problem and risk management skills — anticipates issues and resolves them proactively in a way that strengthens long‑term relationships
• Ability to work 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
• Fluency in French, Turkish, Arabic, or Russian
• Familiarity with structured adoption, success, and renewal methodologies
• Experience working with international customers and cross‑cultural teams
• Pilot or aviation enthusiast

Jeppesen Fore Flight is a leading provider of innovative aviation software solutions, serving the Commercial, Business, Military, and General Aviation sectors globally. Combining Jeppesen's 90‑year legacy of accurate aeronautical data with Fore Flight's expertise in cutting‑edge aviation technology,…