[Hiring] Senior Customer Success Manager @ForeFlight

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.

While this role is open in Poland, we are also open to hiring in the UK, Denmark, 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

• Private medical insurance.
• Life insurance.
• PPK pension plan with additional 2.5% voluntary Employer contribution.
• Access to Multikafeteria platform with a wide selection of products and services, including MultiSport card.
• Employee Assistance Program.
• Employee referral program.
• Flight rewards and flight stipend.