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Experienced Customer Success Manager(IC)

Englewood, Colorado; United States; Virtual Job ID JR2025459237 Category Information Technology Post Date Jun. 09, 2025
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Job Description

At Boeing, we innovate and collaborate to make the world a better place. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

Jeppesen is seeking a highly skilled and motivated individual to join our Customer  Success (CS) Organization as an Experienced Customer Success Manager(IC) in a Virtual role. All members of this team are laser focused to ensure our customers are realizing value out of our products. Everyone is customer-facing and all are measured by retention, growth, positive sentiment via NPS & positive movement in customer health scoring.

The team is primarily composed of two functions who work together & cross functionally to deliver value:

  • The team is primarily composed of two functions who work together & cross functionally to deliver value: Customer Success Managers (CSMs) – Responsible for proactively ensuring customers achieve maximum value from our products, services and solutions, fostering strong relationships and driving long term retention & growth
  • Customer Success Experts (CSEs) – Responsible for maintaining deep knowledge about our products to support our customers when conversations need a depth of technical expertise. They work cross-functionally to develop and deliver the frameworks we use to guide our customers to success. CSEs also work closely with our Product Teams to ensure features & functionality in future releases are aligned & prioritized to customer need

We are growing our team and adding key technology to help us scale into the future. In order to keep members of the global teams aligned & coordinated with current & future programs, we are looking for a Customer Success Manager.

We are committed to creating an inclusive and growth-oriented environment for all our team members. Join us and discover your future with Boeing.

As a Customer Success Manager, you will play a crucial role in driving adoption, identifying expansion opportunities, and ensuring renewal for our Commercial Airline customers within Digital Aviation Services.

You will be working across Digital Aviation Solutions (DAS) product offerings, which include:

  • Flight Operations Solutions: These products and services span across an Airlines Operation Control Center (OCC) and include Crew Scheduling, Flight Planning, Crew Tracking, and Operations Control.
  • Flight Deck Solutions: These products and services are primarily used by Pilots and Electronic Flight Bag (EFB) Administrators. Examples include EFB applications, Flight Deck Pro, EFB Tools, Navigation, and Charting solutions.

We are committed to creating an inclusive and growth-oriented environment for all our team members. Join us and discover your future with Boeing.

Position Responsibilities:

  • Keep the Customer viewpoint in the forefront of every discussion – Our customers (and what is best for them) comes first
  • Understand and be able to incorporate the functions of the Customer Success Team(s) into workflows
  • Excellent leadership, communication & interpersonal skills
  • Demonstrated ability to manage multiple priorities & complex projects simultaneously
  • Proven problem solving & decision making abilities
  • Ability to influence & build relationships with stakeholders at all levels – Reporting out on progress will be vital
  • Regular touchpoints with end users
  • Track feature utilization
  • Build strong business relationships with all key stakeholders including users and business owners.
  • Create a comprehensive Adoption Plan aligned with industry best practices tailored to the specific solution purchased, customer KPIs, identified value drivers, metrics to be tracked, and inputs for Customer Health Score.
  • Measure customer value by correlating adoption metrics with customer KPIs.
  • Mitigate churn and drive recurring revenue growth.
  • Maintain a 360-degree view of overall customer health, ongoing engagements, and issues.
  • Foster internal partnerships with Go to Market team (e.g. Sales Directors, Technical Sellers, Premium Support, and Solution Consultants) for assigned accounts.
  • Foster & drive client communications - Develop tailored, regular communication plans for assigned customers that includes.
    • Regular touchpoints with end users
    • Track feature utilization
  • Participate in Business Review activities driven by the Customer Success Manager & Sales Director.
    • Periodic reports and updates for key executives
  • Proactively identify & conduct expansion plays (Cross Sell, Upsell) that will provide additional value to assigned customers, referring & collaborating with sales on complex leads.
  • Participate in Renewal plays.
  • Offer customer/market feedback to Boeing's offer managers, services offer managers, and product managers.

Key Skills:

  • Relationship Management: Builds strong relationships with both end user communities and economic buying centers they represent.
  • Communications: Demonstrates executive-level communication, consultation, and presentation skills.
  • Results Oriented: Relentless in ensuring the customer fully adopts the DAS solution and achieves their desired business outcome.
  • Issue Management: Proactively identifies, escalates, and resolves issues in a way that builds customer trust over time.
  • Team Player: Works closely with other customer-facing roles to ensure customer satisfaction and positive DAS relationship.

Basic Qualifications (Required Skills/Experience):

  • 3+ years of experience in a customer success role within a SaaS environment
  • Ability to align customers' business processes with product capabilities.
  • Expertise in customer management, negotiation, and conflict resolution.
  • Strong written and verbal communication skills, with the ability to tailor messages to end-users and executives.

Preferred Qualifications (Desired Skills/Experience):

  • 5 -7 years previous experience in a customer success role within a SaaS environment.
  • Previous experience in airline operations and a solid understanding of aviation concepts.
  • Previous experience in an Airline OCC, Maintenance, and/or Flight Operations environments.
  • Experience with TSIA concepts and best practices.
  • Experience applying adoption and renewal methodologies to optimize the customer engagement model.
  • Previous experience in international business and/or multi-cultural environments.
  • Fluency in Spanish.

Drug Free Workplace:

Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

Pay & Benefits:

At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent.  Elements of the Total Rewards package include competitive base pay and variable compensation opportunities. 

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. 

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

Pay is based upon candidate experience and qualifications, as well as market and business considerations. 

Summary Pay Range: $108,800.00- $147,200.00


Applications for this position will be accepted until Jun. 25, 2025


Export Control Requirements: This is not an Export Control position.

Relocation

Relocation assistance is not a negotiable benefit for this position.

Visa Sponsorship

Employer will not sponsor applicants for employment visa status.

Shift

This position is for 1st shift


Equal Opportunity Employer:

Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

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Your Benefits

No matter where you are in life, our benefits help prepare you for the present and the future.

  • Generous company match to your 401(k).
  • Industry-leading tuition assistance program pays your institution directly.
  • Fertility, adoption, and surrogacy benefits.
  • Up to $10,000 gift match when you support your favorite nonprofit organizations.
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These programs are subject to eligibility requirements and other conditions, which may differ for employees of certain subsidiaries or business units, or union-represented employees depending on bargaining agreement terms. If this information conflicts with the program documents, the latter shall control. This material is informational only.

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