Customer Success Leader

Job Summary The Customer Success Leader (CSL) is responsible for driving continuous improvement in customer satisfaction across all regions by managing and acting upon Customer Satisfaction responses. This role ensures that customer feedback is translated into meaningful, actionable improvements through close coordination with Customer Support, Sales, Business Development, Operations, and other internal stakeholders. This position plays a critical role in strengthening customer relationships, improving service delivery, and aligning global teams to enhance the overall customer experience. Essential Job Functions Analyze survey results to identify key trends, root causes, and actionable insights; communicate findings to leadership and regional teams. Define, standardize, and monitor customer-related KPIs across regions to track performance and enable data-driven decision-making. Lead the development and execution of action plans based on customer feedback, ensuring actions are specific, measurable, and aligned with business priorities. Partner with regional Customer Support teams and CSSMs to implement corrective and improvement actions, ensuring timely execution and closure. Coordinate with internal stakeholders (Customer Support, Sales, Programs, Engineering, Supply Chain, Quality) to drive improvements and remove roadblocks as needed. Facilitate alignment across regions to ensure consistency in customer experience and sharing of best practices. Engage directly with customers to validate feedback, ensure actions meet their expectations, and confirm effectiveness of implemented improvements. Identify systemic issues and drive long‑term solutions that enhance service quality, customer retention, and overall business performance. Promote a culture of customer‑centricity and continuous improvement across the organization. Required Competencies Education / Experience Associate's degree in Business, Engineering, Aviation, or a related field preferred; equivalent combinations of education and experience will be considered. 2+ years of experience in aerospace aftermarket, strategic or customer support roles. Demonstrated experience working cross-functionally to drive initiatives, influence stakeholders, and implement process improvements. Experience leading feedback-driven improvement initiatives, including analyzing survey results, developing action plans, facilitating alignment across teams, and ensuring execution through to closure. Knowledge, Skills, and Abilities Strong analytical skills with the ability to interpret data and translate insights into actions. Excellent communication and presentation skills for diverse internal and external audiences. Strong project management and organizational capabilities. Ability to influence without direct authority across multiple teams and regions. Problem‑solving mindset with focus on root cause analysis and sustainable solutions. Leadership / Management / Personal Skills Ability to lead initiatives and drive accountability across cross-functional teams. Strong coordination and facilitation skills to align stakeholders and drive results. High attention to detail and follow‑through to ensure actions are completed and effective. Results‑driven with a focus on measurable improvements in customer satisfaction. Ability to manage multiple priorities in a fast‑paced, global environment. #J-18808-Ljbffr Safran companies