Sr Customer Success Manager

Jeppesen ForeFlight is seeking a Senior Customer Success Manager (individual contributor) to join our Customer Success organization. This is a customer-facing, commercially accountable role responsible for governing, protecting, and growing revenue across a portfolio of Commercial Airline customers. Customer Success Managers focus on retention, renewal execution, expansion, customer health, and sentiment (NPS). The core mission of this role is to ensure customers achieve measurable ROI from their investment, renew with confidence, and expand based on realized value.

As a Customer Success Manager, you will lead value-based, outcome-driven success motions across Jeppesen ForeFlight's portfolio, including Flight Operations Solutions which supports Airlines Operations Control Centers and Flight Deck Solutions which supports pilots and EFB administrators. The ideal candidate brings strong financial acumen, executive presence, and the ability to own the full renewal motion—from strategic planning through contract signature.

In this role, success means customers clearly achieve the value and ROI of Jeppesen ForeFlight solutions, renewals are planned early, executed smoothly, and closed on time, and risks are surfaced and addressed before they escalate. Expansion is driven by outcomes rather than transactions, and customers view you as a strategic partner — not a support function.

We are also open to hiring in the following countries: Denmark, Poland, and Germany.

Key Responsibilities:

• Own the end-to-end customer lifecycle with a primary focus on renewal, retention, and growth
• Lead renewal strategy and execution, ensuring timely planning, risk mitigation, negotiation, and signature
• Develop and execute value-based adoption plans aligned to customer KPIs, success metrics, and business outcomes
• Quantify and communicate customer ROI by correlating product adoption to operational and financial outcomes
• Maintain a 360-degree view of customer health, including engagement, risk, sentiment, and expansion signals
• Build trusted relationships with executive sponsors, economic buyers, and operational leaders
• Proactively identify expansion opportunities (upsell and cross-sell), partnering with Sales on complex motions
• Facilitate Executive Business Reviews focused on outcomes, value realization, and forward strategy
• Partner cross-functionally with Sales, Solutions Engineering, Support, and Product to advocate for customer needs and drive customer solutions
• Act decisively to mitigate churn and protect recurring revenue
• Self-starter with the ability to thrive in a virtual work environment

Basic Qualifications:

• 5+ years of experience in Customer Success within a SaaS environment
• Proven experience executing contract renewals
• Strong understanding of aligning customer business processes to software capabilities
• Demonstrated success in negotiation, conflict resolution, and executive engagement
• Excellent written and verbal communication skills
• High financial acumen with the ability to own revenue conversations, renewal strategy, pricing discussions, and negotiations
• Executive presence with the ability to influence senior airline leaders with clarity, confidence, and data
• Outcome-driven mindset with a relentless focus on adoption, value realization, and customer goals
• Relationship leadership with the ability to build trust across users, operators, and executive stakeholders
• Strong problem and risk management skills — anticipates issues and resolves them proactively in a way that strengthens long-term relationships
• Ability to work seamlessly across all teams across the company

Preferred Qualifications:

• 7+ years of experience in Customer Success or related SaaS roles
• Experience in Commercial Airline Operations, OCC, or Flight Operations environments
• Experience with Salesforce and Gainsight
• Fluency in French, Turkish, Arabic, or Russian
• Familiarity with structured adoption, success, and renewal methodologies
• Experience working with international customers and cross-cultural teams
• Pilot or aviation enthusiast

About Jeppesen ForeFlight:

Jeppesen ForeFlight is a leading provider of innovative aviation software solutions, serving the Commercial, Business, Military, and General Aviation sectors globally. Combining Jeppesen's 90-year legacy of accurate aeronautical data with ForeFlight's expertise in cutting-edge aviation technology, the company delivers an integrated suite of tools designed to enhance safety, improve operational efficiency, and sharpen decision-making.

Why You Should Join:

At Jeppesen ForeFlight, we know you want a rewarding career. To do that, you need challenging projects, a good work environment, and awesome coworkers. We believe in our employees and empower them to make a direct impact on our products and services messaging. We strive to provide employees and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits package includes but is not limited to the following:

• Medical, dental and vision insurance with employer paid health premiums for employees
• Life and disability insurance
• Pension plan with up to 10% employer matching contributions
• 23 paid vacation days, as well as additional days off for Christmas break
• Employee assistance program
• 2 days off to volunteer annually
• Employee referral program
• Flight rewards and flight stipend