Customer Success Manager (Onsite)

Date Posted: 2026-07-09 Country: United States of America Location: US-MD-ANNAPOLIS-906 ~ 2551 Riva Rd ~ BLDG 906 Position Role Type: Onsite U.S. Citizen, U.S. Person, or Immigration Status Requirements: This job requires a U.S. Person. A U.S. Person is a lawful permanent resident as defined in 8 U.S.C. 1101(a)(20) or who is a protected individual as defined by 8 U.S.C. 1324b(a)(3). U.S. citizens, U.S. nationals, U.S. permanent residents, or individuals granted refugee or asylee status in the U.S. are considered U.S. persons. For a complete definition of “U.S. Person” go here. Security Clearance Type: None/Not Required Security Clearance Status: Not Required At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense. The Customer Success Manager (CSM) for the AMER Region is responsible for ensuring the successful adoption, retention, and value realization of our products and services across North, Central, and South America, as well as the Caribbean. This role serves as a strategic partner to our airline, airport, OEM, and ANSP customers, driving operational excellence, customer satisfaction, and long-term customer relationship. This is a fully onsite role and can sit in any one of the following Collins locations: Annapolis, MD; Cedar Rapids, IA; or Des Plaines, IL. What You Will Do Serve as the primary point of contact for AMER-based customers, ensuring alignment with operational goals and business outcomes. Manage key accounts across major U.S., Canadian, Latin American, and Caribbean airlines, ground handlers, and airport authorities. Partner with regulatory agencies (e.g. government customers – customs, immigration, etc.) and ensure coordination on compliance-related topics where applicable. Maintain deep knowledge of regional fleet types, operational models, and aviation ecosystem differences across AMER markets. Lead business reviews, product adoption strategies, and success planning sessions with customer leadership teams. Proactively identify areas of risk and opportunity to improve customer outcomes and maximize retention. Collaborate cross-functionally with Product, Engineering, Sales, and Support teams to ensure unified customer engagement. Represent the voice of the customer within the organization and support continuous improvement initiatives. Support escalations, coordinate resolution paths, and ensure a consistent customer experience across all engagements. Position will require travel up to 25%. Qualifications You Must Have Typically requires a University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years experience. 5+ years of experience in Customer Success, Account Management, or aviation-related roles. Experience communicating with customers, internal stakeholder management, and presentation skills. Experience analyzing data, translating insights into strategy, and driving measurable customer outcomes. Qualifications We Prefer ITIL V5 Foundations Certification. Strong understanding of airline, airport, and aviation operational processes in the AMER region. Experience with government regulations and processes, or industry compliance frameworks. Proficiency in Spanish or Portuguese is a plus for regional coverage. Role Type *Please ensure the role type defined below is appropriate for your needs before applying to this role. This position is classified as: Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products. Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee’s personal responsibility. What We Offer Some of our competitive benefits package includes: • Medical, dental, and vision insurance. • Three weeks of vacation for newly hired employees. • Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option. • Tuition reimbursement program. • Student Loan Repayment Program. • Life insurance and disability coverage. • Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection. • Birth, adoption, parental leave benefits. • Ovia Health, fertility, and family planning. • Adoption Assistance. • Autism Benefit. • Employee Assistance Plan, including up to 10 free counseling sessions. • Healthy You Incentives, wellness rewards program. • Doctor on Demand, virtual doctor visits. • Bright Horizons, child and elder care services. • Teladoc Medical Experts, second opinion program. • And more! Learn More and Apply Now! Avionics delivers advanced cockpit displays, vision systems, and comprehensive digital solutions for global government, commercial and business aviation customers. We provide connectivity and managed data services to ensure safety and seamless communication for passengers, crews, and militaries, from aircraft and airports to air traffic management. Join us in creating solutions that connect the world, one flight at a time. Start your application today. At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other -- propel us all higher, again and again. Apply now and be part of the team that’s redefining aerospace, every day. As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote. The salary range for this role is 86,800 USD - 165,200 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills. Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance. This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply. RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window. RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act. Privacy Policy and Terms: Click on this link to read the Policy and Terms RTX is an aerospace and defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace, Pratt & Whitney, and Raytheon. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, Virginia.