Job Description Summary

As a Customer Success Manager (CSM), you will be an integral part of the Americas regional commercial team, focused on day-to-day account management and ensuring customer success for GE Aerospace’s aviation-focused software solutions. You will act as the primary owner of customer relationships, managing the adoption, retention, and overall health of our airline accounts using GE Aerospace’s Software as a Service products.

In this role, you will support multiple products serving diverse disciplines and end-user groups within airlines across the region. You will lead structured customer engagement cadences, driving positive outcomes such as product adoption, value realization, and customer satisfaction.

The ideal candidate will collaborate closely with technical teams, product managers, and customers to accelerate product adoption, provide exceptional support, and build strong, influential relationships with key stakeholders.

Job Description

*** This is a remote position open to candidates across continental North America.

Roles and Responsibilities:

• Customer Relationship Management: Document, plan, and act as Chief Operating Officer a d first point of escalation for customer needs.
• Account Management: Drive overall post-sales relationships with assigned accounts, including coordination of training, professional services, technical support, small upsells, and customer advocacy.
• Customer Health: Monitor and lead the creation of plans to ensure customer health across support, adoption, product usage, commercial needs, invoicing/payment, and project execution. Lead the creation of plans with support cross functional teams to address customer needs and challenges.
• Customer Engagement: Conduct consistent, professional customer cadences with assigned client groups, aligned with team standard work, to ensure alignment and satisfaction.
• Internal Coordination: Facilitate regular internal team cadences around your accounts, grounded in account plans and customer health metrics/KPIs set for the role and business.
• Account Information Management: Maintain key account information, including contracts, contacts, and customer priorities.
• Sales Support: Partner with sales teams to support growth pipelines by sharing customer insights, increasing satisfaction, and ensuring value realization throughout the contract lifecycle.
• Customer Advocacy: Build influential relationships with customers at all levels, acting as their advocate within GE Aerospace’s SaaS business segment.
• System and Data Management: Update and manage opportunities, customer health, and other KPIs as required, ensuring alignment with internal processes.
• Communication Management: Monitor all communications from assigned accounts, ensuring timely and clear responses that meet customer expectations and GE Aerospace’s SLAs.
• Travel: Ability to travel 25%-50% as needed to meet job requirements.

Minimum Requirements:

• Bachelors degree from an accredited college or university and 5+ years of experience in software-as-a-service (SaaS), aviation project management, or sales / account management (or a minimum high school diploma / GED with an additional 4+ years of experience in software-as-a-service, aviation project management, or sales / account management).

Desired Characteristics:

• Strong account management skills: Proven ability to manage customer relationships and drive success.

• Customer service mindset: Passion for delivering exceptional customer experiences.
• Organizational skills: Ability to manage multiple priorities and maintain detailed account information.
• Curiosity and eagerness to learn: Interest in working with technical customers and colleagues.
• Excellent communication skills: Strong oral and written communication abilities, including the ability to explain complex technical concepts to non-technical audiences.
• Interpersonal and leadership skills: Ability to build influential relationships and lead cross-functional teams.
• Problem-solving and analytical skills: Demonstrated ability to analyze and resolve complex issues effectively.
• Project management expertise: Experience in planning, marketing, and executing programs or projects.
• Adaptability: Ability to thrive in a fast-paced environment and manage competing priorities.

The base pay range for this position is $109800.00 - $149000.00. The specific pay offered may be influenced b