CUSTOMER SUCCESS MANAGER

Job Description

Job Description

At L2 Aviation, we do far more than engineer, manufacture, and integrate aviation systems—we deliver confidence, reliability, and innovative solutions that keep our customers connected around the world. As a global leader in avionics integration and aerospace solutions, we partner with airlines, OEMs, MROs, suppliers, and operators to provide exceptional service throughout every stage of the customer journey.

As we continue to expand, we're looking for a Customer Success Manager who is passionate about building relationships, solving complex challenges, and creating an outstanding customer experience. If you're someone who thrives on connecting customers with the right solutions and enjoys working in a collaborative, fast-paced environment, we'd love to have you on our team.

WHY WORK WITH US:

• L2 Aviation is a leading provider of worldwide aviation services that include aircraft engineering, aircraft modifications, aircraft parts sales and brokerage, aircraft wiring harness manufacturing, avionics product manufacturing and avionics design and integration represented by a world class team utilizing the latest in state-of-the-art technologies with the support of a highly skilled and experienced workforce.

WHY YOU’LL LOVE WORKING HERE:

• At L2 Aviation, you'll have the opportunity to build meaningful customer relationships, collaborate with industry experts, and make a direct impact on the success of innovative aerospace programs within a growing, customer-focused organization. Here’s what makes our environment unique:
  • Be the Voice of the Customer: Build meaningful relationships while helping customers achieve success through innovative aviation solutions.
  • Make a Difference: Your work directly influences customer satisfaction, retention, and company growth.
  • Collaborative Culture: Partner with engineering, operations, sales, and executive leadership to solve complex challenges.
  • Professional Growth: Expand your skills within a growing global aerospace organization committed to employee development.
  • Innovation in Aviation: Join a company that is shaping the future of aircraft integration, connectivity, and customer service.

WHAT YOU WILL DO:

• The Customer Success Manager serves as the primary advocate for our customers, ensuring they receive exceptional support, proactive communication, and strategic guidance throughout their partnership with L2 Aviation. This role goes beyond traditional customer service by strengthening customer relationships, coordinating cross-functional support, and identifying opportunities to enhance customer satisfaction, retention, and long-term growth. You will:

• Serve as the primary point of contact for customer inquiries related to pricing, proposals, subscription services, order status, and general account support.
• Build trusted relationships with customers by providing proactive communication and responsive service.
• Advocate for customer needs internally to ensure timely issue resolution and exceptional service delivery.
• Partner with Account Management to strengthen existing customer relationships and identify growth opportunities.
• Develop and implement customer retention strategies that strengthen long-term partnerships and support revenue growth.
• Coordinate cross-functional teams including Engineering, Operations, Planning, Logistics, and Sales to deliver customer solutions.
• Lead customer-facing initiatives and coordinate meetings, project updates, and technical discussions.
• Gather customer feedback and recommend process improvements, new services, and product enhancements.
• Process customer purchase orders, sales order entry, tracking, and related ERP transactions.
• Support proposal development and customer response management.
• Assist Sales and Marketing with trade shows, conferences, customer events, and promotional activities.
• Maintain accurate customer information within CRM and ERP systems.
• Ensure compliance with customer service Standard Operating Procedures (SOPs).
• Recommend improvements to templates, workflows, customer communications, and internal processes.
• Support continuous improvement initiatives that enhance customer experience and operational efficiency.
• Perform additional duties as assigned by department management.

WHAT YOU BRING:

• You’ll thrive in this role if you bring:
  • Bachelor's degree in Business, Communications, Marketing, Information Systems, Customer Success, or related field preferred (equivalent experience considered).
  • 7+ years of customer service, customer success, or client support experience.
  • 5+ years of customer relationship management or account management experience preferred.
  • Working knowledge of the aviation, aerospace, or technical services industry preferred.
  • Experience working with cross-functional engineering or technical teams highly desirable.
  • Strong customer-first mindset with exceptional relationship-building skills.
  • Excellent written, verbal, and interpersonal communication skills.
  • Strong organizational skills with the ability to manage multiple priorities simultaneously.
  • Experience utilizing CRM and ERP systems to manage customer information and business processes.
  • Proficiency in Microsoft Office Suite including Outlook, Excel, Word, Teams, and SharePoint.
  • Technical writing or document editing experience is a plus.
  • Strong problem-solving abilities and the ability to remain calm under pressure.
  • Ability to travel occasionally for customer meetings, company events, and industry conferences.
  • Ability to read, write, and speak English fluently.
  • Must submit to and pass pre-employment drug testing and any applicable company/FAA Drug and Alcohol Abuse Program that may be required.
  • Must be able to pass required background checks, including a 10-year TSA check if airport access or badging is required.

**DO NOT APPLY IF YOU DO NOT MEET THE REQUIREMENTS ABOVE**

Due to the heavy volume of replies we receive; we respectfully cannot accept resumes which are received by fax nor individual inquiries by phone.

This position is not open to agencies or recruiting firms.

L2 Aviation is an equal opportunity employer and promotes a drug-free environment. A COMPLETE BACKGROUND CHECK IS REQUIRED FOR CONSIDERATION OF THIS POSITION.