Responsable de la réussite client/Customer Success Manager

SITA; Montreal (administrative region); Hybrid; CAD 90,000 - 140,000; Full time

Benefits offered by this job

Flex Week

Flex Day

Flex Location

Employee Wellbeing

Professional Development

Competitive Benefits

Job summary

SITA is seeking a Customer Experience Manager to lead strategic relationships across the AMER region, aligning customer objectives with business priorities and driving service reviews.

Reporting to the Regional Head of Customer Experience EURO & AMER, you will orchestrate cross-functional teams to improve adoption, retention, and operational excellence in a dynamic, global airline and government client environment.

Qualifications

• 7+ years in Customer Experience or related roles.
• Experience leading regional/global customer success initiatives.
• Experience leading cross-functional transformation programs.
• Comfortable engaging senior executives and internal leadership teams.
• Strategic thinker with strong business acumen and analytics.
• Proven ability to lead through complexity and deliver outcomes.

Responsibilities

• Own and lead a portfolio of strategic customer accounts with executive stakeholders.
• Develop regional customer success strategies to improve adoption, retention and outcomes.
• Build and maintain executive relationships, lead business reviews and steering committees.
• Voice of the customer to influence product strategy, service enhancements and priorities.
• Lead, coach and mentor Customer Experience Managers.
• Establish standardized processes and governance across the region.
• Analyze customer health, operational performance and satisfaction to identify risks and opportunities.
• Provide data-driven insights through dashboards and reviews.
• Lead service improvement and transformation initiatives.
• Collaborate across Sales, Product, Service Operations, Engineering, Delivery, Support, Finance, and Commercial functions.
• Represent Customer Experience in executive forums and governance.

Skills

Customer experience

Leadership

Strategic thinking

Cross-functional leadership

Executive communication

Analytics

Job description

WELCOME TO SITA

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

Overview

WELCOME TO SITA

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don’t just move the world forward—we’re proud to be recognized as a Great Place to Work® by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

About The Role & Team

This role focuses on managing strategic customer relationships, driving customer success, leading service reviews, advocating for customer needs, providing analytics, and coordinating cross-functional customer success activities across AMER region customers.

Reporting to the Regional Head of Customer Experience EURO & AMER, the Customer Experience Manager acts as a senior regional leader and trusted advisor across customer, operational, commercial, product, and service management communities. The role represents Customer Experience leadership in internal and customer-facing engagements and acts as delegate for the Regional Head of Customer Experience as required.

As a Customer Success Manager, you will not only be focusing on strategic customer success operations but also works at full competence to lead airline operational performance across multiple functions, strategically balances customer experience, operational efficiency, cost optimization, service reliability, and business objectives in complex and high-impact environments.

What You Will Do

• Own and lead a portfolio of strategic customer accounts, acting as a trusted advisor to executive stakeholders and aligning customer objectives with business priorities.
• Develop and execute regional customer success strategies to improve customer satisfaction, solution adoption, retention, growth, and business outcomes.
• Build and maintain executive-level customer relationships, leading business reviews, steering committees, and strategic engagement forums.
• Serve as the voice of the customer, influencing product strategy, service enhancements, operational priorities, and organizational decision-making.
• Lead, coach, and mentor Customer Experience Managers, fostering professional development, knowledge sharing, succession planning, and capability growth.
• Drive customer experience harmonization and governance by establishing standardized processes, frameworks, best practices, and reporting methodologies across the region.
• Analyze customer health, operational performance, adoption, and satisfaction metrics to identify risks, opportunities, and improvement actions.
• Provide executive-level insights and recommendations through dashboards, business reviews, performance reporting, and data-driven decision‑making.
• Lead customer recovery, service improvement, and transformation initiatives, ensuring proactive risk management and continuous improvement.
• Champion operational excellence, automation, AI‑enabled capabilities, and process optimization to enhance customer outcomes and organizational efficiency.
• Collaborate and influence across cross‑functional teams, including Sales, Product, Service Operations, Engineering, Delivery, Support, Finance, and Commercial functions to drive successful customer outcomes.
• Provide strategic and operational leadership across the region, representing Customer Experience in executive forums and assuming delegated authority for regional governance, escalations, planning, and business‑critical initiatives as required.

Qualifications

WHO YOU ARE

• 7+ years of experience in Customer Experience, Customer Success, Account Management, Service Management, Aviation Operations, Telecommunications, or related customer‑facing leadership roles.
• Proven experience leading regional or global customer success initiatives and managing strategic accounts.
• Experienced in leading cross‑functional transformation programs and organizational change initiatives.
• Comfortable engaging and influencing senior executives, customers, and internal leadership teams.
• Strategic thinker with strong business acumen, analytical capabilities, and operational leadership skills.
• Demonstrated ability to lead through complexity, manage competing priorities, and deliver measurable business outcomes.

What We Offer

We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

• Flex Week: Work from home up to 2 days/week (depending on your team’s needs)
• Flex Day: Make your workday suit your life and plans.
• Flex Location: Take up to 30 days a year to work from any location in the world.
• Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health – a personalized platform that supports a range of wellbeing needs.
• Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world‑class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International—available to all employees—to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.
• Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self‑identify in the application process.