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Customer Success Manager

Gothenburg, Västra Götaland County Job ID JR2025455539 Category Information Technology Role Type Hybrid Post Date Jun. 24, 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. 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:

  • 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.

For this role, we are looking for a Customer Success Expert in airline crew planning and product usage. 

You will play a crucial role in leading Customer adoption initiatives, including identifying areas of customer improvements, performing Customer specific adoption/usage workshops (Health Checks) and maintaining a strong relationship with portfolio / business line.

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

Position Responsibilities:

  • Consolidate and prioritize customer feedback on the products through close interactions with customers and other customer facing teammates.

  • Act as the voice of the customer within the organization, providing feedback to product and development teams to inform the development of the product roadmap. 

  • Maintain a deep understanding of Crew Planning products and features to provide expert guidance to customers.

  • Work with our internal data teams to establish and provide key metrics to monitor and identify adoption risks and issues

  • Enhance adoption frameworks by providing best practices, furnishing the adoption playbook, improving onboarding and training materials, etc.

  • Deepen customers’ system adoption through various customer engagement activities such as conducting health checks and presenting data analysis results. 

Key Skills:

  • Communications: Excellent verbal and written communication skills to effectively interact with customers and internal teams.

  • Data Analysis: Ability to analyze customer data and metrics to drive decisions and strategies.

  • Learning Agility: Ability to learn new products and features and tach customers how to apply them to solve their business problems or bring benefits to customers’ organizations.

  • Results Oriented: Relentless in ensuring the customer fully adopts the Jeppesen’s solution and achieves their desired business outcome.

  • Team Player: Works closely with other customer-facing roles to ensure customer satisfaction and positive DAS relationship.

This position is hybrid. This means that the selected candidate will be required to perform some work onsite at one of the listed location options. 

This is at the hiring team’s discretion and could potentially change in the future.

Visa Sponsorship: Employer will initiate the visa application; however, the successful candidate will cover the cost of visa.

Basic Qualifications (Required Skills/Experience):

  • 5 or years of working experience in Crew Planning within airline environment or providing Crew Planning solutions to Airlines as a vendor.

  • Ability to align customers' business processes with product capabilities.

  • Strong written and verbal communication skills, with the ability to tailor messages to end-users and executives.

  • Must be eligible to handle US export-controlled data.

Preferred Qualifications (Desired Skills/Experience):

  • 3 or more years previous experience in a customer success role within a SaaS environment.

  • 5 or more years previous experience in airline operations and a solid understanding of aviation concepts.

  • Extensive experience using Jeppesen Crew Pairing and/or Crew Rostering products.

  • Experience applying adoption methodologies to optimize the customer engagement model.

  • Previous experience in international business and/or multi-cultural environments.

  • Fluency in multiple languages.

Typical Education & Experience:

Education/experience typically acquired through advanced technical education (e.g. Bachelor) and typically 9 or more years' related work experience or an equivalent combination of technical education and experience (e.g. PhD+4 years' related work experience, Master+7 years' related work experience, 13 years' related work experience, etc.).

Relocation: Relocation assistance is not offered for this position.


Applications for this position will be accepted until Jul. 08, 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

Not a Shift Worker (Sweden)


Equal Opportunity Employer:

We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to; race, color, ethnicity, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law.

We have teams in more than 65 countries, and each person plays a role in helping us become one of the world’s most innovative, diverse and inclusive companies. We are proud members of the Valuable 500 and welcome applications from candidates with disabilities. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process. Accommodations may include but are not limited to: conducting interviews in accessible locations that accommodate mobility needs, encouraging candidates to bring and use any existing assistive technology such as screen readers and offering flexible interview formats such as virtual or phone interviews.

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Your Benefits

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

  • Competitive base pay and incentive programs.
  • Industry-leading tuition assistance program pays your institution directly.
  • Resources and opportunities to grow your career.
  • Up to $10,000 match when you support your favorite nonprofit organizations.
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