Customer Success Manager (Onsite)

Customer Success Manager (CSM) – AMER Region Location: US-MD-ANNAPOLIS-906, 2551 Riva Rd, BLDG 906 Role Type: Onsite U.S. Person Required: This job requires a U.S. Person. See: Security Clearance: None/Not Required Overview 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 airline, airport, OEM, and ANSP customers, driving operational excellence, customer satisfaction, and long–term customer relationships. 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 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 a minimum of 5 years prior relevant experience; or an Advanced Degree in a related field and a minimum of 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. Benefits Medical, dental, and vision insurance. Three weeks of vacation for newly hired employees. Generous 401(k) plan with 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: 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 (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! Equal Opportunity Employer 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. RTX provides affirmative action 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. #J-18808-Ljbffr