Customer Success Manager, Aerospace & Defense

IFS.; Ottawa; On-site; CAD 125,000 - 140,000; Full time

Job summary

A leading company is seeking a Customer Success Manager to enhance client satisfaction and drive successful adoption of their AI-driven products. This role involves leading virtual teams, managing stakeholder relationships, and utilizing industry knowledge to ensure customer success. If you are passionate about delivering exceptional customer experiences and possess strong leadership skills, this opportunity is for you. Join a diverse and innovative team that empowers you to make a positive impact.

Benefits

Flexible paid time off

Medical, dental, & vision insurance

401K with company contribution

Tuition assistance

Community involvement and volunteering events

Qualifications

• Delivery project experience in customer-facing roles (IFS preferred).
• Strong knowledge of delivery methodology and service offerings.
• Fluency in English and local languages.

Responsibilities

• Orchestrate a large virtual team to ensure successful customer adoption of IFS products.
• Drive customer satisfaction and loyalty through relationship building.
• Lead executive steering meetings and manage delivery-related risks.

Skills

Delivery project experience

Industry knowledge

Leadership skills

Strong communication skills

Collaboration

Customer relationship management

Education

Bachelor's or master's degree

Job description

Company Description

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

A Customer Success Manager will take the customer facing role and is responsible for Success through the leadership and effective orchestration of a large virtual team, management of program deliveries and strong senior customer relationships. The prevailing business priority is the customers’ successful adoption and productive use of IFS products and services, helping customers discover new features and enabling them to become long-term users. The Success Manager is front-and-center with our customers and partners, understanding their desired outcomes, driving customer satisfaction and loyalty through a strong relationship, and leveraging business outcomes by value realization on the fundamental reason why the solution was purchased and supporting their digital journey through modernization and empowering them to achieve more.

Qualifications

• Delivery project experience in customer-facing roles (IFS preferred)
• Industry depth and experience in Aerospace & Defense (A&D) industries.
• Familiarity with industry-related trends, operating KPIs, and value drivers
• Strong knowledge of delivery methodology and service offerings
• Focus on IFS end-customer experience with products and services, including third-party and partner solutions
• Ability to identify and address delivery-related risks for both IFS and partner-led projects
• Leadership skills to influence and build trust internally and externally
• Knowledge of Business Value Assessment (BVA) tools and processes
• Ability to develop Value Metrics and measure success outcomes
• Understanding of subscription services and support for renewal processes
• Experience leading executive steering meetings and reporting progress
• Ability to secure references and facilitate VOC processes
• Collaboration with Sales on upsell opportunities
• Communication with Global Delivery SLT on escalations
• Fluency in English and local languages
• Ability to navigate within departments like Support, R&D, and Sales
• Passion for building strong customer relationships and exceeding expectations
• Bachelor’s or master’s degree or equivalent experience
• Strong interpersonal and communication skills
• Experience working with executives and domain knowledge of IFS Applications

What We’re Offering

• Salary Range: $125,000 - $140,000 CAD plus 100% variable compensation
• Flexible paid time off, including sick and holiday
• Medical, dental, & vision insurance
• 401K with company contribution
• Flexible spending accounts
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering events

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.