Customer Success Program Manager

The Boeing Company; Montreal; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

Join a leading aerospace company as a Customer Success Program Manager, focusing on customer retention and growth while managing relationships and technical expertise. This hybrid role requires 3+ years in a SaaS customer success setting and offers opportunities for professional growth.

Benefits

Relocation assistance

Diversity and inclusion programs

Qualifications

• 3+ years of experience in a customer success role within a SaaS environment.
• Ability to align customers' business processes with product capabilities.
• Strong written and verbal communication skills.

Responsibilities

• Keep the customer viewpoint in discussions.
• Manage multiple priorities and complex projects simultaneously.
• Build relationships with stakeholders at all levels.

Skills

Relationship Management

Communication

Results Oriented

Issue Management

Team Player

Job description

At Boeing, we innovate and collaborate to make the world a better place. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

Jeppesen Canada is looking for a Customer Success Program Manager (IC) to join our Customer Success (CS) Organization . The position will be based from our Montreal Quebec office ; however, a hybrid work style is offered, allowing the candidate to work both virtually and in the office (2-3 days on-site).

All members of this team are laser focused to ensure our customers are realizing value out of our products. Everyone is customer-facing, and all are measured by retention, growth, positive sentiment via NPS & positive movement in customer health scoring.

The team is primarily composed of two functions who work together & cross functionally to deliver value :

The team is primarily composed of two functions who work together & cross functionally to deliver value : Customer Success Managers (CSMs) – Responsible for proactively ensuring customers achieve maximum value from our products, services and solutions, fostering strong relationships and driving long term retention & growth.

Customer Success Experts (CSEs) – Responsible for maintaining deep knowledge about our products to support our customers when conversations need a depth of technical expertise. They work cross-functionally to develop and deliver the frameworks we use to guide our customers to success. CSEs also work closely with our Product Teams to ensure features & functionality in future releases are aligned & prioritized to customer need.

We are growing our team and adding key technology to help us scale into the future. In order to keep members of the global teams aligned & coordinated with current & future programs, we are looking for a Customer Success Program Manager .

Position Responsibilities :

Keep the Customer viewpoint in the forefront of every discussion – Our customers (and what is best for them) comes first.

Understand and be able to incorporate the functions of the Customer Success Team(s) into workflows.

Understanding of Customer Success Platform / Technologies, put these technologies into context of our business & determine go-forward methodologies to scale the team(s).

Excellent leadership, communication & interpersonal skills.

Demonstrated ability to manage multiple priorities & complex projects simultaneously.

Proven problem solving & decision making abilities.

Ability to influence & build relationships with stakeholders at all levels – Reporting out on progress will be vital.

Regular touchpoints with end users.

Key Skills :

Relationship Management : Builds strong relationships with both end user communities and economic buying centers they represent.

Communications : Demonstrates executive-level communication, consultation, and presentation skills.

Results Oriented : Relentless in ensuring the customer fully adopts the DAS solution and achieves their desired business outcome.

Issue Management : Proactively identifies, escalates, and resolves issues in a way that builds customer trust over time.

Team Player : Works closely with other customer-facing roles to ensure customer satisfaction and positive DAS relationship.

Basic Qualifications (Required Skills / Experience) :

3+ years of experience in a customer success role within a SaaS environment.

Ability to align customers' business processes with product capabilities.

Expertise in customer management, negotiation, and conflict resolution.

Strong written and verbal communication skills, with the ability to tailor messages to end-users and executives.

Must be legally able to work in Canada.

Individual must not pose a risk for safeguarding of controlled goods.

Must be eligible to handle US export-controlled data.

Preferred Qualifications (Desired Skills / Experience) :

Previous experience in airline operations and a solid understanding of aviation concepts.

Fluency in multiple languages preferred but not required

Additional Information :

This requisition is for a, locally hired position in Canada. The employer is Jeppesen Canada. Candidates must be legally authorized to work in Canada. Benefits and pay are determined by Canada and are not on Boeing US-based payroll. This is not an expatriate assignment.

Please also submit a CV or resume written in English.

Applications for this position will be accepted until Jun. 27, 2025

Export Control Requirements : This is not an Export Control position.

Relocation

This position offers relocation based on candidate eligibility.

Employer willing to sponsor applicants for employment visa status.

Equal Opportunity Employer :

We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to; race, color, ethnicity, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law.

We have teams in more than 65 countries, and each person plays a role in helping us become one of the world’s most innovative, diverse and inclusive companies. We are proud members of the Valuable 500 and welcome applications from candidates with disabilities. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process. Accommodations may include but are not limited to : conducting interviews in accessible locations that accommodate mobility needs, encouraging candidates to bring and use any existing assistive technology such as screen readers and offering flexible interview formats such as virtual or phone interviews.

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