Customer Success Specialist

Cirrus Aircraft is the recognized global leader in personal aviation and the maker of the best-selling SR Series piston aircraft and the Vision Jet™, the world’s first single engine Personal Jet and recipient of the 2017 Robert J. Collier Trophy. Founded in 1984, the company has redefined performance, comfort and safety in aviation with innovations like the Cirrus Airframe Parachute System® (CAPS®) – the first FAA-certified whole-airframe parachute safety system included as standard equipment on an aircraft. To date, worldwide flight time on Cirrus aircraft has passed nine million hours and over 170 people have returned home safely to their families as a result of the inclusion of CAPS® as a standard feature on all Cirrus aircraft. The company has three locations in the United States, located in Duluth, Minnesota, Grand Forks, North Dakota and Knoxville, Tennessee. Find out more at www.cirrusaircraft.com

Duties and Responsibilities/Essential Functions

User Support & Engagement

• Serve as the first point of contact for users, delivering responsive and empathetic support via email, phone, and support tickets.
• Manage the Cirrus Approach Learning inbox and ensure timely resolution of inquiries related to the learning experience.
• Identify recurring themes and trends in user issues, pain points, and feature requests.

Customer Advocacy & Stakeholder Communication

• Act as the voice of the customer in internal discussions, advocating for their needs and expectations.
• Present consolidated user insights to Product Owners, Product Managers, and Business Analysts to influence product planning and prioritization.
• Champion usability improvements and feature enhancements that drive customer satisfaction and engagement.

Feedback Analysis & Insight Generation

• Transform raw user input into structured insights, including user personas, journey maps, and feedback summaries.
• Create regular reports that highlight trends, user behaviors, and opportunities for improvement.

Cross-Functional Collaboration

• Partner with Customer Support, Sales, and Marketing teams to build a comprehensive understanding of the customer journey.
• Collaborate with Product Managers and Business Analysts to integrate feedback into product documentation and feature development.

Tools & Data Management

• Maintain and optimize systems used to track and organize user feedback (e.g., CRM, feedback platforms, analytics dashboards).
• Monitor customer success metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and churn to uncover trends and insights.

Qualifications
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

Education / Degree Requirements

• Associate’s degree in communications, Business Administration, Instructional Design, Education Technology or Aviation Management required; Bachelor’s degree preferred.

Licenses / Certifications (preferred but not required)

• Customer Experience (CX) Certification (e.g., CCXP)
• CRM Platform Certification (e.g., Salesforce Administrator, HubSpot)
• Project Management Certification (e.g., PMP, Certified ScrumMaster)

Customer Support & Communication

• 1–3 years in a customer-facing role (support, success, or service)
• Strong written and verbal communication skills
• High emotional intelligence with the ability to empathize and advocate on behalf of users

Analytical & Insight Generation

• Experience collecting and analyzing customer feedback
• Skilled in creating personas, journey maps, and structured insights
• Familiarity with key success metrics (NPS, CSAT, churn)

Technical Tools

• Proficient in CRM platforms, feedback tools, and analytics dashboards 
• Comfortable using:
• Microsoft Excel or Google Sheets
• Survey platforms (e.g., Typeform, SurveyMonkey)
• Data visualization tools (e.g., Tableau, Power BI)

Team Collaboration & Influence

• Demonstrated experience working cross-functionally across departments
• Ability to synthesize complex feedback into clear recommendations
• Skilled