Senior Customer Success Manager

Sr Customer Success Expert: Individual Contributor | Flight Deck Solutions | Ground Controls Focus About Jeppesen ForeFlight Jeppesen ForeFlight supports one of the world's most critical industries - aviation - where customer outcomes directly impact safety, efficiency, and global connectivity. Our solutions enable pilots, airlines, and operators to make smarter decisions through trusted data, automation, and modern digital workflows. Remote opportunity in US or Canada, location preference is Englewood CO, Austin TX, Montreal CA, or Toronto CA Backed by Thoma Bravo, we are combining Jeppesen's global navigation and charting legacy with ForeFlight's agile, pilot-centric platform to accelerate innovation across automation, predictive analytics, connectivity, and sustainability. Our future is built on smarter data, seamless collaboration, and an uncompromising focus on customer value. The Opportunity Jeppesen ForeFlight is seeking an Experienced Customer Success Expert (individual contributor) for the Flight Deck Solutions portfolio. Customer Success Experts are assigned to specific customers through the relevant Customer Success Manager's (CSM's) book of business and partner closely with the CSM to align technical delivery with the broader account strategy and customer success plan. The role requires a clear understanding of the Electronic Flight Bag (EFB) ecosystem, with particular emphasis on Jeppesen Ground Controls. The Customer Success Expert combines product knowledge, operational insight, and disciplined execution to strengthen adoption, resolve complex issues, and help assigned Commercial Airline customers realize measurable value. The role takes a consultative, adoption-led approach, looks for responsible ways to apply AI, and balances high-touch engagement with scalable success practices. Flight Deck Solutions Portfolio Supporting pilots, EFB administrators, and airline ground and back-office teams across Electronic Flight Bag applications, navigation, charting, content distribution, and flight deck tools. Jeppesen Ground Controls Focus. Jeppesen Ground Controls is for airline ground and back-office operations. It enables teams to create, revise, update, preview, publish, and synchronize company enroute data, charts, maps, and manuals through an integrated workflow. The suite includes Chart Viewer, Manuals, Tailored Maps, On-Demand Tailoring, Filtered Chart Alerts, and Trip Kit. This role connects these capabilities to customer workflows, EFB content distribution, Jeppesen FliteDeck Pro, and pilot operations. Key Responsibilities • Partner with the assigned CSM and account team to deliver technical success actions for Flight Deck Solutions customers, with primary focus on Ground Controls. • Guide customers across Ground Controls workflows for creating, reviewing, publishing, distributing, and synchronizing company navigation content. • Apply EFB ecosystem knowledge to connect back-office content management, EFB administration, Jeppesen FliteDeck Pro, and pilot workflows. • Monitor adoption, customer health, risks, issues, CSAT, and outcomes, sharing clear priorities and progress with the CSM. • Coordinate complex issues, escalations, and complaints across the appropriate teams through timely resolution. • Use a consultative, adoption-led approach to translate customer goals and operational challenges into technical requirements, recommendations, success milestones, and clear documentation. • Represent the voice of the customer and partner with CSM, Sales, Support, Product, Engineering, Services, and Business Operations to improve solutions and delivery. • Communicate technical status, value, and outcomes clearly to operational and executive stakeholders, including C-level audiences. • Use data, recurring themes, and lessons learned to improve delivery and meet agreed performance standards. What Success Looks Like • Assigned customers achieve measurable adoption and operational value from Flight Deck Solutions, particularly Ground Controls. • Risks, technical obstacles, and escalations are surfaced early and resolved with the CSM and relevant partners. • Ground Controls workflows support consistent, efficient content management and distribution across customer operations. • Customers and CSMs view the Customer Success Expert as a trusted technical partner and advocate. Core Skills & Competencies • Ground Controls & EFB Expertise: Understands the EFB ecosystem, airline back-office content workflows, Ground Controls capabilities, and their connection to FliteDeck Pro and pilot operations. • Consultative Adoption: Applies a consultative, value-led approach to understand customer goals, recommend adoption practices, and guide measurable outcomes. • Technical Problem Solving: Investigates complex issues, coordinates specialists, and guides customers toward practical resolution paths. • Applied AI & Analytical Thinking: Understands foundational AI concepts, uses data and customer evidence, and explores responsible applications that improve insights, workflows, and delivery. • Executive Communication: Explains complex topics clearly and confidently to operational and C- level audiences. • High-Touch & Scalable Delivery: Comfortable supporting complex, high-touch engagements and turning repeatable needs into scalable playbooks, enablement, and success motions. Basic Qualifications • 5+ years of experience in Customer Success, solutions engineering, technical consulting, implementation, or enterprise software support within a SaaS environment. • Proven success as a customer-facing individual contributor supporting complex software products or operational workflows. • Clear understanding of the airline EFB ecosystem, including EFB administration, pilot workflows, navigation and charting content, and back-office data distribution. • Experience coordinating technical issues, escalations, or complaints and using customer, service, or adoption metrics to guide resolution and decisions. • Excellent written, verbal, presentation, and stakeholder communication skills, with the ability to work across international customers and cultures. Preferred Qualifications • 7+ years in Customer Success or a related technical role, with experience in Jeppesen Ground Controls, Jeppesen FliteDeck Pro, or comparable aviation content solutions and Commercial Airline flight deck or EFB operation About Jeppesen ForeFlight: Jeppesen ForeFlight 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 ForeFlight’s expertise in cutting-edge aviation technology, the company delivers an integrated suite of tools designed to enhance safety, improve operational efficiency, and sharpen decision-making. Why You Should Join (USA): At Jeppesen ForeFlight, we know you want a rewarding career. To do that, you need challenging projects, a good work environment, and awesome coworkers. We believe in our employees, and we empower them to make a direct impact on our products and services messaging. We strive to provide our team and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits package includes but not limited to the following: Medical, dental, vision insurance with Employer paid health premiums Open PTO Policy 401(k) with up to 10% company matching and immediate vesting 12 Weeks Paid Parent Leave Flight Training Rewards Pay is based upon candidate experience and qualifications, as well market and business considerations: Summary Pay Range: $102,000.00-$125,000.00 Jeppesen ForeFlight – EOE including Disability/Vets | Pay Transparency | E-Verify Participant