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MHI RJ Aviation Group · 2 days ago

Senior Manager, Customer Success and Performance

Bridgeport, WV

Full-time

Onsite

Senior Level

7+ years exp

MHI RJ Aviation Group (MHIRJ) is a company formed from the merger of Mitsubishi Heavy Industries and the CRJ Series program, providing critical operational and customer support solutions for the global regional aircraft industry. The Senior Manager, Customer Success and Performance is responsible for leading customer contract management, ensuring compliance with contractual obligations, and fostering long-term relationships with key customers while driving performance and growth.

AerospaceAir TransportationManufacturing

No H1B

U.S. Citizen Only

Hiring Manager

Eryc Kernisan

Responsibilities

Lead and develop a team of Customer Success professionals through effective coaching, feedback, and performance management

Oversee daily operations to ensure safety, efficiency, quality, and adherence to performance objectives

Build a culture of engagement and accountability through recognition, training, and continuous improvement

Act as the primary point of contact for key customers, fostering trust, alignment, and proactive communication

Monitor and report customer performance metrics, ensuring service levels and KPIs are consistently achieved

Lead customer reviews to assess operational performance and identify opportunities for improvement

Manage escalations and ensure timely, effective resolution of customer issues

Collaborate with internal teams (Operations, Finance, Commercial) to ensure alignment between customer needs and company deliverables

Support business growth through renewals, performance reviews, and strategic account planning

Provide insights and feedback to internal stakeholders to enhance service delivery and customer experience

Qualification

Customer success managementAccount managementLeadership experienceAviation managementData analysisTeam developmentPerformance managementMicrosoft ExcelCommunication skillsProblem-solving skillsRelationship buildingAttention to detail

Required

Bachelor's degree in Business, Aviation Management, or related field

7+ years of progressive experience in customer success, account management, or commercial operations—ideally in the aviation or MRO sector

3+ years in a leadership role, with demonstrated experience developing and motivating teams

Proven track record of driving customer satisfaction, operational performance, and process improvement

Strong communication and relationship-building skills with the ability to influence across all levels

Excellent analytical and problem-solving abilities, with high attention to detail

Advanced proficiency in Microsoft Excel and data-driven performance analysis

Benefits

Comprehensive medical, dental, vision and prescription coverage

Flexible Spending and Health Savings Accounts

Company paid life insurance and short-term disability

Annual wellness incentives up to $750

Employee assistance program

401K with 7% company match

Annual bonus plan

Paid vacation, sick time, and holidays

Company

MHI RJ Aviation Group

MHIRJ, a group company of Mitsubishi Heavy Industries, is a future-minded organization, moving forward in today’s aviation world not solely as leaders in support and service to the CRJ Series—world’s most successful regional jet program—but with an unmatched expertise and comprehensive offering spanning the entire spectrum in solutions for the regional aircraft industry and operators worldwide.

Founded in 1991

Boisbriand, Quebec, CAN

1001-5000 employees