Jeppesen ForeFlight · 7 hours ago
Customer Success Manager
United States
Full-time
Remote
Senior Level
$136K/yr - $204K/yr
5+ years expJeppesen ForeFlight is seeking an experienced Customer Success Manager to join their Customer Success organization. This role is responsible for governing, protecting, and growing revenue across a portfolio of Commercial Airline customers, focusing on retention and expansion while ensuring customers achieve measurable ROI.
ConsultingSoftwareSoftware Engineering
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 and 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
Operate as a self-starter while thriving in a virtual work environment
Qualification
Required
5+ years of experience in Customer Success within a SaaS environment
Fluency in Spanish
Strong understanding of aligning customer business processes to software capabilities
Commercial & Financial Acumen: Comfortable owning revenue conversations, renewal strategy, pricing discussions, and negotiations
Executive Communication: Able to influence senior airline leaders with clarity, confidence, and data
Outcome-Driven Mindset: Relentless focus on adoption, value realization, and customer goals
Relationship Leadership: Builds trust across users, operators, and executive stakeholders
Problem & Risk Management: Anticipates issues and resolves them (with partners in support) in a way that strengthens long-term relationships
Collaboration: Works seamlessly across all teams across the company
Preferred
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
Familiarity with structured adoption, success, and renewal methodologies
Experience working with international customers and cross-cultural teams
Benefits
Medical, dental, vision insurance with Employer paid health premiums
Open PTO Policy
401(k) with up to 10% company matching and immediate vesting
12 Weeks Paid Parent Leave
Flight Training Rewards
Company
Jeppesen ForeFlight
Jeppesen ForeFlight is redefining the future of aviation technology – equipping pilots, operators, and decision-makers.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$150M2025-11-03Secondary Market· $150M
2025-04-22Acquired
Leadership Team
Brad Surak
Chief Executive Officer
Company data provided by crunchbase