Customer Success Manager

Customer Success Manager (Chicago, IL)The Customer Success Manager (CSM) is accountable for the end-to-end success of assigned key customer accounts across North America. This role ensures that contractual commitments, such as fleet performance, maintenance compliance, and service delivery, are translated into consistent, high-performing operations for the customer.Serving as the primary post-contract commercial and operational interface, the CSM works closely with customers, local operations, workshops, and global support teams to maximize customer value, satisfaction, retention, and long-term partnership. The role blends operational leadership, performance analytics, and structured customer governance. This role will report directly to our Operations Director.What success looks like:Customers see you as a critical extension of their operations, not a vendorOperational issues are anticipated, not reacted toContracts renew because value is obvious and provenInternal teams trust you because you balance customer needs with operational realityA snapshot of what you will be doing here:Account and Customer Management Customer Governance and Reviews Lead and facilitate monthly business reviews (MBRs) with customers, as well as quarterly and ad-hoc operational reviewsPrepare agendas, presentations, and performance reporting; document decisions, risks, and action plansCommunicate account performance and key actions internally to relevant stakeholders, including Global KAM teamsRelationship Management Build trusted relationships across customer operations, maintenance, fleet, procurement, and leadership teamsCoordinate cross-functionally with local operations, workshops, asset management, procurement, and HQ teams to ensure consistent executionCustomer Satisfaction Run customer satisfaction reviews at least twice per yearDevelop and manage improvement plans based on customer feedback and performance dataContract and Operational Delivery Own the end-to-end asset delivery and "in-rent" process for new equipment, including: production and delivery coordination, telematics installation, logistics, receipt, and operational readinessSupport rapid revenue realization by ensuring assets are placed into service efficientlyMonitor and report on contracted service levels, including fleet availability, maintenance compliance, response times, and regulatory requirementsOperational Performance and Issue Management Work closely with workshops and operations to: investigate and resolve recurring equipment or warranty issues, analyze fleet sizing, allocation, and utilization, identify operational, safety, and cost improvement opportunities using performance dataData and Performance Insights Analyze maintenance, availability, utilization, and cost data to identify trends and root causesTranslate complex operational data into clear insights for customers and internal teamsLead data-driven discussions during monthly reviews, helping customers understand performance drivers and trade-offsCommercial Support and Account Growth Identify and communicate "farming" opportunities (replacement programs, additional assets, new products, electrification initiatives)Transfer commercial leads to Business Development for executionSupport renewal discussions in coordination with Commercial and Global KAM teamsWho we are looking for someone who:Required:5–10+ years of experience in maintenance-driven, asset-intensive operational environments, such as aviation, airport operations, or ground handling, GSE, heavy equipment, or fleet leasing/maintenance, industrial maintenance, transportation, or technical servicesProven experience managing SLA-based customer contractsStrong ability to analyze operational, maintenance, and cost data and communicate findings clearlyComfortable working in fast-paced, operationally complex environmentsAbility to travel up to 25%Preferred:Experience supporting multi-site or multi-station operations in North AmericaFamiliarity with pooled or shared fleet modelsExposure to electrification, alternative energy, or sustainability initiativesExperience working with unionized or heavily regulated operational environments (a plus)Why we think you will love working with us:Part of a solid and growing international groupA company with short decision lines where our employees are central to the success of the companyAn environment where you can develop and growA competitive salary, depending on experienceMultiple employee benefits:Medical Health InsuranceVision InsuranceDental InsuranceST and LT disability insuranceLife Insurance401k PlanPTO increasing up to 20 daysPaid sickness per annumProvision of all PPEJob Type: Full-timeUNLIMITED REFERRAL BONUSESPay range for this position is $95,000-$115,000 based on skills and experience.Our companyAt TCR Group, we are committed to revolutionizing the aviation industry by providing integrated solutions for Ground Support Equipment (GSE). Our services include GSE rental, leasing, and maintenance.With headquarters near Brussels and a team of 1800+ employees, we operate globally across over 200 airports in America, Europe, Asia Pacific, and the Middle East. Our dedication to excellence makes us a trusted partner for customers worldwide.Do you think we could be a match? We look forward to meeting you. We encourage candidates to apply even if they do not meet all the requirements. Research shows that people from underrepresented groups often hesitate unless they meet every criterion. At TCR, we look for relevance, not perfection.TCR Americas is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.