Customer Success Manager for Aerospace and Defense

Industrial and Financial Systems; Waverley, Staines-upon-Thames; Remote; GBP 60,000 - 80,000; Full time

Job summary

Join a leading global company as a Customer Success Manager in Aerospace and Defense. You will lead customer engagements, ensuring successful adoption of IFS products. This role emphasizes customer satisfaction, relationship management, and collaboration with internal teams to drive value realization. Be part of a diverse team committed to innovation and making a positive impact.

Qualifications

• Experience in customer-facing roles with a focus on delivery projects.
• Strong understanding of Aerospace & Defense industries and delivery methodologies.

Responsibilities

• Manage customer relationships and ensure successful adoption of IFS products.
• Drive customer satisfaction and loyalty while supporting their digital journey.

Skills

Leadership

Customer Relationship Management

Project Delivery

Communication

Collaboration

Education

Bachelor’s or Master’s degree

Job description

Customer Success Manager for Aerospace and Defense

• Full-time
• IFS Referral Bonus Code: SH
• Job Location: Remote

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.

Role Overview

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 primary focus is on the 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 at the forefront with our customers and partners, understanding their desired outcomes, driving satisfaction and loyalty, and leveraging business outcomes through value realization, supporting their digital journey via modernization, and empowering them to achieve more.

Minimum Requirements

• Delivery project experience in customer-facing roles (IFS preferred)
• Industry depth and experience in Aerospace & Defense industries
• Familiarity with industry-related trends, KPIs, and value drivers
• Strong understanding of delivery methodology and service offerings
• Ownership of the end-customer experience with products and services, including third-party and partner influences
• Ability to identify and address delivery-related risks for both IFS-led and partner-led delivery
• Leadership skills to influence internally and externally
• Knowledge of Business Value Assessment (BVA) tools and processes
• Ability to develop and measure value metrics with customers or partners
• Understanding of subscription services and support for renewal processes
• Experience leading executive steering meetings and communicating progress to senior leadership
• Proactive in securing references and reporting through VOC processes
• Collaboration with Sales on upsell opportunities
• Engagement with Global Delivery SLT on escalations
• Fluency in English and local language (verbal and written)
• Ability to navigate within departments like Support, R&D, and Sales
• Strong relationship-building skills focused on satisfaction and exceeding expectations
• Bachelor’s or Master’s degree, or equivalent experience
• Active listening, interpersonal, and communication skills
• Experience working with executives and in the domain of IFS Applications

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, fostering community, innovation, and belonging. Our commitment ensures you can work in a way that suits you best while engaging with colleagues and sharing ideas.