Customer Success Manager

About us

Jeppesen Foreflight is one of the largest software development companies in Gothenburg. We develop and implement advanced Crew and Operations Management solutions used by several of the world’s leading airlines. From smarter crew scheduling to better aircraft utilization, our software systems make a real impact on global travel.

Description

This is a customer-facing role responsible for retaining and growing revenue across a portfolio of customers. Customer Success Managers focus on retention, renewal execution, expansion, customer health, and sentiment (NPS). The core mission of this role is to help customers achieve measurable ROI from their investment, renew with confidence, and expand based on realized value.

As a Customer Success Manager II, you will support value-based, outcome-driven success motions across Jeppesen ForeFlight's portfolio, including Flight Operations Solutions, which supports Airline Operations Control Centers, and Flight Deck Solutions, which supports pilots and EFB administrators. You will manage a portfolio of customers with guidance from senior team members and leadership on complex commercial matters. The ideal candidate brings solid commercial awareness, strong communication skills, and the ability to run the renewal process from planning through signature.

In this role, success means customers see the value and ROI of Jeppesen ForeFlight solutions, renewals are planned early and closed on time, and risks are surfaced and escalated before they grow.

Key Responsibilities

• Manage the customer lifecycle for an assigned portfolio, with a focus on renewal, retention, and adoption

• Develop and execute adoption plans aligned to customer KPIs and success metrics

• Track and communicate customer ROI by connecting product adoption to operational outcomes

• Maintain a clear view of customer health, including engagement, risk, sentiment, and expansion signals

• Build relationships with operational leaders and day-to-day stakeholders, and with executive sponsors alongside senior team members

• Identify expansion opportunities (upsell and cross-sell) and hand them off to Sales

• Prepare and help deliver Business Reviews focused on outcomes and value realization

• Partner with Sales, Solutions Engineering, Support, and Product to represent customer needs

• Escalate churn risks promptly and contribute to mitigation plans

• Work independently in a virtual environment

Basic Qualifications

• 2+ years of experience in Customer Success or a related customer-facing role within a SaaS environment

• Experience supporting or executing contract renewals

• Ability to connect customer business processes to software capabilities

• Working knowledge of negotiation and conflict resolution

• Strong written and verbal communication skills

• Commercial awareness, with the ability to take part in renewal and pricing conversations

• Ability to build trust with users, operators, and stakeholders

• Sound problem-solving and risk management skills

• Ability to work across teams throughout the company

Preferred Qualifications

• 4+ years of experience in Customer Success or related SaaS roles

• Experience in Airline Operations, OCC, or Flight Operations environments

• Experience with Salesforce and Gainsight

• Fluency in a second language relevant to our customer base

• Familiarity with structured adoption, success, and renewal methodologies

• Experience working with international customers and cross-cultural teams

• Pilot or aviation enthusiast

Why You Should Join:

At Jeppesen ForeFlight, we know you want a rewarding career. To do that, you need challenging projects, a good work environment, and awesome coworkers. We believe in our employees and empower them to make a direct impact on our products and services messaging. We strive to provide employees and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing.