Flightscape, a CAE company, delivers innovative flight operations and optimization software that helps airlines improve efficiency, safety, and profitability. Our solutions are trusted by aviation professionals worldwide to make data-driven decisions in a complex and dynamic environment.

We are seeking a Customer Success Manager - Airline Operations, to lead and develop a high-performing team while building strategic partnerships with key customers in the aviation software industry. This role will focus on driving customer value, adoption, retention, and growth through data-driven insights and proactive engagement.

Lead, mentor, and develop a team of customer success professionals, with a focus on evolving customer relationships into strategic partnerships
Set clear performance goals, conduct regular evaluations, and provide ongoing coaching and feedback
Allocate team resources to ensure consistent, timely, and high-quality customer support
Serve as the primary point of contact for key clients, building and maintaining long-term relationships
Understand customer business needs, challenges, and strategic objectives related to aviation software
Proactively engage customers through regular reviews to maximize value and identify improvement opportunities
Drive product adoption by developing and executing customer success strategies
Partner with product teams to ensure solutions meet customer requirements and usability expectations
Develop and implement strategies to improve customer retention and mitigate churn risks
Identify at-risk accounts and take proactive measures to improve engagement and satisfaction
Collaborate with sales to identify upsell and cross-sell opportunities and support the sales cycle with customer insights
Analyze customer success data (e.g., satisfaction scores, support metrics, case trends) to generate insights and recommendations
Present data-driven findings to senior leadership to support business decisions and product improvements
This is a hybrid role with up to 20% travel required

Minimum Qualifications

Bachelor’s degree in business administration, aviation management, computer science, or a related field
7–10 years of experience in customer success, account management, or a related field
Minimum of 2 years of experience in a leadership or people management role
Demonstrated experience driving customer satisfaction, retention, and growth
Strong leadership and team management skills
Excellent communication and interpersonal skills, with the ability to work effectively with internal and external stakeholders
Knowledge of software products and the software development lifecycle
Experience using customer support systems and data analysis tools
Strong problem-solving and decision-making skills
Ability to travel up to 20%

Preferred Qualifications

Master’s degree in a relevant field
Experience in the aviation software industry
Knowledge of airline operations
Experience working with customer success analytics and reporting tools

Benefits

We’ve designed flexible policies to promote well-being and growth, based on role-specific eligibility and requirements:

Comprehensive medical, dental, vision, and EAP plans
401(k) and employee stock purchase programs with CAE match
Generous paid time off, including vacation and parental leave
Company-paid life insurance, AD&D, short-term disability, and caregiver support
Optional benefits including legal coverage, dependent life insurance, pet insurance, and flexible spending accounts (FSAs)
Programs supporting employee well-being and work-life balance

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About CAE

At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we’ve driven innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more sustainably. Join a purpose-driven organization where bold ideas are encouraged, collaboration drives progress, and your growth fuels our shared success.

Position Type

Regular

Equal Opportunity Employer

CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, color, national origin, age, religion, sex, disability status, protected veteran status, or any other characteristic protected by federal, state or local laws. At CAE, everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process. If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at [email protected].

Data Privacy

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As part of our process, we may use AI‑supported tools to help review applications, with human decision‑making at every step. CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Customer Success Manager - Airline Operations

Job Description