Customer Success Manager

CAE; Kuala Lumpur; Hybrid; MYR 150,000 - 200,000; Full time

Job summary

A leading aviation solutions company is seeking a Customer Success Manager for the APAC region, located in Kuala Lumpur or the Philippines. The role involves building strong relationships with key customers, managing escalations, and ensuring effective product adoption. Ideal candidates will have over 6 years in aviation operations and possess strong analytical skills. The company offers a hybrid work model and values professional development.

Benefits

Meaningful work

Professional development

Hybrid work model

Qualifications

• 6+ years of experience in airline or aviation operations.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage multiple clients.
• Comfortable engaging with senior stakeholders (manager/director/executive level).
• Familiarity with project management principles.
• Excellent written and verbal English communication skills.

Responsibilities

• Build strong, trust-based relationships with key customers.
• Act as the primary point of contact for escalations.
• Collaborate with internal teams to translate customer needs.
• Advocate for customers internally based on their feedback.
• Monitor and report on KPIs such as NPS and CSAT.
• Support onboarding, training, and knowledge-sharing initiatives.

Skills

Analytical skills

Problem-solving skills

Stakeholder engagement

Project management

Excellent communication

Independence

Job description

Overview

Customer Success Manager – APAC Region

Location: Philippines or Kuala Lumpur (Hybrid)

About the Role

The Customer Success team at CAE Flight Operations Solutions is seeking a Customer Success Manager (CSM) to strengthen engagement with key customers across the APAC region. In this role, you will drive long-term customer success and satisfaction by ensuring seamless product adoption and delivering exceptional value.

What You’ll Do

• Build strong, trust-based relationships with key customers and lead regular operational reviews.
• Act as the primary point of contact for escalations, ensuring timely resolution of critical issues.
• Collaborate with internal teams (product, support, delivery) to translate customer needs into actionable objectives.
• Advocate for customers internally, ensuring their feedback influences product and service improvements.
• Monitor and report on KPIs such as NPS, CSAT, and issue resolution metrics.
• Support onboarding, training sessions, and knowledge-sharing initiatives to maximize product value.

What We’re Looking For

• 6+ years of experience in airline or aviation operations.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage multiple clients.
• Comfortable engaging with senior stakeholders (manager/director/executive level).
• Familiarity with project management principles.
• Excellent written and verbal English communication skills (Japanese is a plus).

Why Join CAE?

• Meaningful work that drives professional development.
• Be part of a high-performance team in a global organization.
• Hybrid work model.

About CAE

At CAE, we empower aviation professionals with cutting-edge training and digital solutions to optimize flight operations. With 75 years of experience and a global presence, we are the trusted partner for airlines and business aviation companies worldwide.

Position Type

Regular

Equal Opportunity & Accommodations

CAE is committed to providing equal opportunities to all applicants, regardless of race, nationality, color, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity, veteran status, age, or other characteristics protected by law. We encourage applicants who may not meet every qualification to apply. Reasonable accommodations are available—contact your recruiter or email [e-mail] if needed.

Data Privacy

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CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.