Customer Success Manager (Aerospace Digital Solutions)

Location: Waterloo, Canada; hybrid working environment with 3 days in the office. Authorized to work in Canada required. The role includes 30% domestic and international travel.

Company

Skywise is a digital services business wholly owned by Airbus, delivering integrated solutions for airline planning, flight operations, technical operations, and ground operations.

What you will do

• Manage a portfolio of airline customers and act as their primary voice within Skywise.
• Lead customer-facing deployments, upgrades, change requests, and digital service projects.
• Run customer workshops and immersion sessions, and create engagement and change management plans.
• Support technical feasibility, scope validation, deliverability, contract cost evaluation, and revenue acceptance.
• Monitor service-level agreements, customer KPIs, service performance, risks, issues, and customer health.
• Own service operations and respond to customer requests and escalations as a trusted advisor.

Requirements

• Bachelor's degree or equivalent professional experience.
• 10 or more years of experience in commercial aviation, customer services, airline maintenance engineering, digital solutions, data analytics, or aircraft systems and avionics.
• Knowledge of aeronautical engineering, avionics, aircraft operations, health monitoring, predictive maintenance, reliability, IT, or data analytics.
• Experience with program and project management, systems integration, Agile software design methodology, and maintaining contractual delivery plans.
• Experience building customer relationships, managing expectations, and conducting technical and commercial discussions with airline executives and operational teams.
• Must be authorized to work in Canada.

Culture & Benefits

• Hybrid work, flexible hours, summer core hours, and a strong work-life balance.
• Vacation days, sick and personal days, Christmas shutdown, and maternity and paternity benefits.
• Competitive group benefits, mental health support, life insurance, and RRSP matching.
• Professional development, training support, monthly Lunch and Learns, and a professional development day.
• Employee share scheme, referral and recognition programs, wellness reimbursement, and free parking.
• Access to social, inclusion, diversity, and volunteer activities, plus an on-site game room and flight simulator.