Role Description Jeppesen ForeFlight is seeking a Senior Customer Success Manager (individual contributor) to join our Customer Success organization. This is a customer-facing, commercially accountable role responsible for governing, protecting, and growing revenue across a portfolio of Commercial Airline customers. Customer Success Managers focus on retention, renewal execution, expansion, customer health, and sentiment (NPS). The core mission of this role is to ensure customers achieve measurable ROI from their investment, renew with confidence, and expand based on realized value. As a Customer Success Manager, you will lead value-based, outcome-driven success motions across Jeppesen ForeFlight's portfolio, including Flight Operations Solutions which supports Airlines Operations Control Centers and Flight Deck Solutions which supports pilots and EFB administrators. The ideal candidate brings strong financial acumen, executive presence, and the ability to own the full renewal motion—from strategic planning through contract signature. In this role, success means: - Customers clearly achieve the value and ROI of Jeppesen ForeFlight solutions. - Renewals are planned early, executed smoothly, and closed on time. - Risks are surfaced and addressed before they escalate. - Expansion is driven by outcomes rather than transactions. - Customers view you as a strategic partner — not a support function. We are also open to hiring in the following countries: Denmark, Poland, and Germany. Qualifications - 5+ years of experience in Customer Success within a SaaS environment. - Proven experience executing contract renewals. - Strong understanding of aligning customer business processes to software capabilities. - Demonstrated success in negotiation, conflict resolution, and executive engagement. - Excellent written and verbal communication skills. - High financial acumen with the ability to own revenue conversations, renewal strategy, pricing discussions, and negotiations. - Executive presence with the ability to influence senior airline leaders with clarity, confidence, and data. - Outcome-driven mindset with a relentless focus on adoption, value realization, and customer goals. - Relationship leadership with the ability to build trust across users, operators, and executive stakeholders. - Strong problem and risk management skills — anticipates issues and resolves them proactively in a way that strengthens long-term relationships. - Ability to work seamlessly across all teams across the company. Requirements - 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. - Fluency in French, Turkish, Arabic, or Russian. - Familiarity with structured adoption, success, and renewal methodologies. - Experience working with international customers and cross-cultural teams. - Pilot or aviation enthusiast. Benefits - Medical, dental and vision insurance with employer paid health premiums for employees. - Life and disability insurance. - Pension plan with up to 10% employer matching contributions. - 23 paid vacation days, as well as additional days off for Christmas break. - Employee assistance program. - 2 days off to volunteer annually. - Employee referral program. - Flight rewards and flight stipend. Company Description Jeppesen ForeFlight is a leading provider of innovative aviation software solutions, serving the Commercial, Business, Military, and General Aviation sectors globally. Combining Jeppesen's 90-year legacy of accurate aeronautical data with ForeFlight's expertise in cutting-edge aviation technology, the company delivers an integrated suite of tools designed to enhance safety, improve operational efficiency, and sharpen decision-making.

• The Senior Customer Success Manager owns the executive relationship and value realization strategy for 3-5 of Omilia's most strategic enterprise accounts. • Develop and own a 30-60-90 day success plan for each account, including current state assessment, target state, and an agreed action plan with the customer's executive sponsor. • Bring a strategic point of view on each customer's program direction and proactively guide the customer toward outcomes that drive measurable business value. • Lead performance report conversations with customers end-to-end, owning the narrative, defending recommendations, and translating data into executive-level strategic discussions. • Drive renewal and expansion in partnership with Account Management by ensuring customers consistently realize value from the Omilia platform. • Partner cross-functionally with Sales, Account Management, Delivery, and Product to ensure agentic migrations close, deploy successfully, and deliver measurable value. • Build and codify the migration playbook documenting best practices for the broader CSM team to use across the customer base. • Model strategic CSM behavior setting the standard for executive engagement, value narrative, and customer ownership. • Mentor and coach the CSM team on strategic conversations, executive relationship building, and consultative engagement. • Co-lead high-stakes customer escalations alongside the VP when senior intervention is required.

• Serve as the primary strategic partner for a dedicated book of 750 small to enterprise accounts • Develop and maintain relationships at multiple levels within each account, including executive sponsors • Leverage engagement data and account intelligence to anticipate customer needs • Lead structured save efforts for at-risk accounts • Own the full renewal cycle for your book of business • Identify, document, and own expansion forecasts • Develop and execute tailored adoption plans • Align customer goals to PreVeil capabilities • Cultivate customer advocates and reference accounts • Leverage internal systems and AI tools to manage customer engagement

Role Description The Senior Customer Success Manager owns the executive relationship and value realization strategy for 3-5 of Omilia's most strategic enterprise accounts. This is a senior individual contributor role designed for an experienced operator who can serve as a true strategic partner to customer VP and C-suite leadership. The role also assists with Omilia's agentic migration program — the company's effort to transition customers to our agentic AI capabilities. This is one of the most strategically important initiatives across the customer base, and requires a leader who can drive it across multiple accounts in parallel. Beyond account ownership and program leadership, the Senior CSM is expected to set the standard for the broader Customer Success team, mentoring peers and elevating the bar across the function. Key Responsibilities - Strategic account ownership - Build and maintain executive relationships across customer VP and C-suite leadership, operating as a strategic peer rather than a vendor. - Develop and own a 30-60-90 day success plan for each account, including current state assessment, target state, and an agreed action plan with the customer's executive sponsor. - Bring a strategic point of view on each customer's program direction and proactively guide the customer toward outcomes that drive measurable business value. - Lead performance report conversations with customers end-to-end, owning the narrative, defending recommendations, and translating data into executive-level strategic discussions. - Drive renewal and expansion in partnership with Account Management by ensuring customers consistently realize value from the Omilia platform. - Partner cross-functionally with Sales, Account Management, Delivery, and Product to ensure agentic migrations close, deploy successfully, and deliver measurable value. - Build and codify the migration playbook documenting best practices for the broader CSM team to use across the customer base. - Team and function leadership - Model strategic CSM behavior setting the standard for executive engagement, value narrative, and customer ownership. - Mentor and coach the CSM team on strategic conversations, executive relationship building, and consultative engagement. - Co-lead high-stakes customer escalations alongside the VP when senior intervention is required. Qualifications - 10+ years of progressive experience in customer success, strategic account management, management consulting, or enterprise transformation roles within B2B SaaS or technology services. - Deep contact center or conversational AI expertise. Strong working knowledge of IVR, NLU, agentic AI, containment, automation, CSAT, and the operational dynamics of enterprise contact center environments. - Top-tier management consulting background. Experience at firms such as Big 4 (Deloitte, PwC, EY, KPMG), Accenture, or equivalent. - Demonstrated success managing strategic enterprise accounts at scale, with documented executive-level relationships. - Strong analytical mindset with both business and technical acumen. Ability to interpret performance data, identify strategic implications, and translate findings into recommendations that resonate at the executive level. - Strong executive presence. Comfortable engaging C-suite and VP-level stakeholders as a strategic peer, with the confidence to constructively challenge customer assumptions. Requirements - Experience leading complex, multi-stakeholder transformation programs spanning business, IT, and operations. - Industry experience in banking, insurance, healthcare, utilities, or quick-service restaurants — Omilia's core verticals. - Demonstrated comfort operating in ambiguous environments without predefined playbooks. - Experience building, scaling, or leading a customer success function. Operating Style - Proactive and outcome-oriented; brings forward solutions and recommendations rather than escalating open-ended problems. - Strong sense of urgency and bias toward direct communication when issues require resolution. - Comfortable owning ambiguous situations and driving them to closure. - Develops informed points of view supported by data and remains open to refining them as new information emerges. - Direct and honest in communications with customers, internal teams, and leadership. Logistics - Location: Fully remote, US-based. - Travel: Approximately 2-3 trips per quarter to customer sites and Omilia events. - Reports to: VP, Customer Success & Value Realization. Benefits - Direct ownership of Omilia's most strategic customer relationships and an opportunity to shape outcomes at the enterprise level. - Direct collaboration with senior leadership, including the CEO and executive team. - Fixed compensation. - Long-term employment with the working days vacation. - Development in professional growth (courses, training, etc). - Being part of successful cutting-edge technology products that are making a global impact in the service industry. - Proficient and fun-to-work-with colleagues. - Apple gear.