Customer Success Manager for Aerospace and Defense

TN United Kingdom; Staines-upon-Thames; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the Aerospace and Defense sector is seeking a Customer Success Manager in Staines-upon-Thames. This role focuses on ensuring customer satisfaction and loyalty through effective leadership and management of program deliveries. The ideal candidate will possess strong communication skills, a solid understanding of industry trends, and a passion for building customer relationships. Join us to drive successful adoption of our products and services.

Qualifications

• Experience in customer-facing roles, preferably with IFS.
• Strong understanding of delivery methodologies and service offerings.

Responsibilities

• Responsible for customer success through leadership and team management.
• Primary contact for customers, driving satisfaction and loyalty.

Skills

Leadership

Communication

Customer Relationship Management

Active Listening

Education

Bachelor's degree

Master's degree

Job description

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Customer Success Manager for Aerospace and Defense, Staines-upon-Thames

Client: IFS

Location: Staines-upon-Thames, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 3de6d5a6390c

Job Views: 3

Posted: 14.05.2025

Expiry Date: 28.06.2025

Job Description

A Customer Success Manager will take the customer-facing role and is responsible for success through leadership and effective orchestration of a large virtual team, management of program deliveries, and maintaining strong senior customer relationships. The main goal is ensuring customers' successful adoption and productive use of IFS products and services, helping them discover new features, and enabling long-term engagement. The Success Manager is the primary contact with customers and partners, understanding their desired outcomes, driving satisfaction and loyalty, and leveraging business outcomes by value realization to support their digital transformation and modernization efforts.

Qualifications

• Delivery project experience in customer-facing roles (IFS preferred)
• Industry expertise in Aerospace & Defense industries
• Knowledge of industry trends, KPIs, and value drivers
• Strong understanding of delivery methodologies and service offerings
• Focus on IFS end-customer experience, including third-party and partner products/services
• Ability to identify and address delivery risks for IFS end-customers
• Leadership skills to influence and build trust internally and externally
• Familiarity with Business Value Assessment (BVA) tools and processes
• Skills to develop value metrics and measure success outcomes
• Understanding of subscription services and renewal processes
• Experience leading executive steering meetings and reporting progress
• Ability to secure references and report through VOC processes
• Collaboration with Sales on upsell opportunities
• Communication with Global Delivery SLT on escalations
• Fluency in English and local language (verbal and written)
• Ability to navigate other departments like Support, R&D, and Sales
• Passion for building strong customer relationships and exceeding expectations
• Bachelor’s, master’s degree, or equivalent experience in a relevant field
• Active listening, interpersonal, and relationship-building skills
• Experience in engaging with executives and maintaining relationships