At a Glance
- Tasks: Be the go-to person for airline customers, managing their needs and ensuring satisfaction.
- Company: Join Viasat, a global leader in connectivity with a mission to change the world.
- Benefits: Enjoy competitive pay, inclusive culture, and opportunities for professional growth.
- Other info: Work in a dynamic environment with a focus on innovation and teamwork.
- Why this job: Make a real impact by helping airlines enhance their services and customer experience.
- Qualifications: Degree in relevant field and 3-7 years in Customer Success or related roles.
The predicted salary is between 40500 - 49500 £ per year.
About us
One team.
Global challenges.
Infinite opportunities.
At Viasat, we’re on a mission to deliver connections with the capacity to change the world.
For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate.
We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
- What you’ll do
- Serve as a trusted customer advocate for a portfolio of airline customers.
- Manage commercial, contractual, product, and service-related inquiries through a centralized ticketing platform.
- Maintain regular customer engagement through structured touchpoints
- Monitor customer health indicators and proactively address potential risks to customer satisfaction and retention.
- Support customers through onboarding, service adoption, and operational improvement initiatives.
- The day-to-day
- Find opportunities for service expansion, fleet growth, technology upgrades, and adoption of new products.
- Partner with Sales and Business Development teams to support revenue growth initiatives.
- Prioritize engagement with customers demonstrating strategic growth potential.
- Contribute to customer renewal and retention strategies
- Use ticketing systems to triage, track, and manage customer requests.
- Ensure timely response and resolution of customer inquiries while meeting established service levels.
- Follow established CSM playbooks, processes, and governance standards.
- Support continuous process improvement initiatives focused on scalability and automation.
- Leverage AI-enabled tools and knowledge systems to improve productivity and customer outcomes.
- Monitor customer activity, service performance, usage trends, and key success metrics.
- Generate and communicate customer insights through dashboards and reporting tools.
- Track customer sentiment and identify leading indicators of churn risk or expansion opportunities.
- Support automation initiatives related to reporting, billing, SLA tracking, and account monitoring
- What you’ll need
- Bachelor's degree in Business, Aviation, Technology, Communications, or related field.
- 3–7 years of experience in Customer Success, Account Management, Airline Services, Saa S, Telecommunications, or Technology Services.
- Experience managing multiple customer accounts within a structured service environment.
- Strong customer-facing communication and stakeholder management skills.
- Experience working with CRM and ticketing platforms (e. g., Service Now, Salesforce, Zendesk, Jira, or similar).
- Ability to balance competing priorities across multiple customers and projects.
- Strong analytical and problem-solving capabilities.
- Excellent written and verbal English communication skills.
- What will help you on the job
- Experience supporting airline, aviation, satellite connectivity, telecommunications, or managed service customers.
- Understanding of customer lifecycle management, Saa S adoption, and renewal processes.
- Experience with KPI reporting, customer health scoring, and customer analytics.
- Knowledge of inflight connectivity (IFC), airline operations, or aviation technology environments.
- Experience working in globally distributed teams
EEO Statement
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.
If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.
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Customer Success Manager employer: Viasat
Viasat is an excellent employer that fosters a dynamic work culture, encouraging collaboration and innovation among its employees. With a strong focus on professional development, the company offers numerous growth opportunities within the corporate real estate sector, particularly in the vibrant EMEA and APAC regions. Employees benefit from a supportive environment that values their contributions and promotes a healthy work-life balance, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Viasat. 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 Viasat 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!
We think you need these skills to ace Customer Success Manager
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 Viasat:Your cover letter is your chance to shine! Tell us why you want to work at Viasat 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 Viasat!
How to prepare for a job interview at Viasat
✨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.
