Customer Success Manager - Airline Operations

Overview

Flights cape, a CAE company, delivers innovative flight operations and optimization software that helps airlines improve efficiency, safety, and profitability. We are seeking a Customer Success Manager – Airline Operations to lead and develop a high-performing team while building strategic partnerships with key customers in the aviation software industry. This role will focus on driving customer value, adoption, retention, and growth through data‑driven insights and proactive engagement.

• Lead, mentor, and develop a team of customer success professionals, with a focus on evolving customer relationships into strategic partnerships
• Set clear performance goals, conduct regular evaluations, and provide ongoing coaching and feedback
• Allocate team resources to ensure consistent, timely, and high‑quality customer support
• Serve as the primary point of contact for key clients, building and maintaining long‑term relationships
• Understand customer business needs, challenges, and strategic objectives related to aviation software
• Proactively engage customers through regular reviews to maximize value and identify improvement opportunities
• Drive product adoption by developing and executing customer success strategies
• Partner with product teams to ensure solutions meet customer requirements and usability expectations
• Develop and implement strategies to improve customer retention and mitigate churn risks
• Identify at‑risk accounts and take proactive measures to improve engagement and satisfaction
• Collaborate with sales to identify upsell and cross‑sell opportunities and support the sales cycle with customer insights
• Analyze customer success data (e.g., satisfaction scores, support metrics, case trends) to generate insights and recommendations
• Present data‑driven findings to senior leadership to support business decisions and product improvements

This is a hybrid role with up to 20% travel required.

• Bachelor’s degree in business administration, aviation management, computer science, or a related field
• 7–10 years of experience in customer success, account management, or a related field
• Minimum of 2 years of experience in a leadership or people management role
• Demonstrated experience driving customer satisfaction, retention, and growth
• Strong leadership and team management skills
• Excellent communication and interpersonal skills, with the ability to work effectively with internal and external stakeholders
• Knowledge of software products and the software development lifecycle
• Experience using customer support systems and data analysis tools
• Strong problem‑solving and decision‑making skills
• Ability to travel up to 20%

• Master’s degree in a relevant field
• Experience in the aviation software industry
• Knowledge of airline operations
• Experience working with customer success analytics and reporting tools

• Comprehensive medical, dental, vision, and EAP plans
• 401(k) and employee stock purchase programs with CAE match
• Generous paid time off, including vacation and parental leave
• Company‑paid life insurance, AD&D, short‑term disability, and caregiver support
• Optional benefits including legal coverage, dependent life insurance, pet insurance, and flexible spending accounts (FSAs)
• Programs supporting employee well‑being and work‑life balance

Regular

CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, color, national origin, age, religion, sex, disability status, protected veteran status, or any other characteristic protected by federal, state or local laws. At CAE, everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process.

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