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
Contact Details:
Jeppesen ForeFlight Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Sr Customer Success Manager in Houston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jeppesen ForeFlight Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jeppesen ForeFlight Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jeppesen ForeFlight Careers:Your cover letter is your chance to shine! Tell us why you want to work at Jeppesen ForeFlight Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jeppesen ForeFlight Careers!
How to prepare for a job interview at Jeppesen ForeFlight Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
