Remote Senior Customer Success Expert – Ground Controls

ForeFlight LLC; Austin (TX); On-site; USD 102,000 - 125,000; Full time

Benefits offered by this job

Medical, dental, vision insurance with

Open PTO Policy

401(k) with up to 10% company matching

12 Weeks Paid Parent Leave

Flight Training Rewards

Job summary

Jeppesen ForeFlight is seeking an Experienced Customer Success Expert for the Flight Deck Solutions portfolio. You will partner with the CSM to align technical delivery with the account strategy, focusing on Ground Controls and EFB ecosystems to improve adoption and value for airline customers.

The role combines product knowledge, operational insight, and disciplined execution to translate goals into technical requirements and measurable milestones, while balancing high-touch delivery with

Qualifications

• 5+ years in Customer Success or related technical role in SaaS.
• Proven success in customer-facing role with complex software.
• Clear understanding of the airline EFB ecosystem, including EFB administration, pilot workflows, navigation and content distribution.
• Experience coordinating technical issues, escalations, or complaints and using customer, service, or adoption metrics to guide decisions.
• Excellent written, verbal, presentation, and stakeholder communication skills, with the ability to work across international customers and cultures.

Responsibilities

• Partner with the assigned CSM and account team to deliver technical success actions for Flight Deck Solutions customers, with primary focus on Ground Controls.
• Guide customers across Ground Controls workflows for creating, reviewing, publishing, distributing, and synchronizing company navigation content.
• Apply EFB ecosystem knowledge to connect back-office content management, EFB administration, Jeppesen FliteDeck Pro, and pilot workflows.
• Monitor adoption, customer health, risks, issues, CSAT, and outcomes, sharing clear priorities and progress with the CSM.
• Coordinate complex issues, escalations, and complaints across the appropriate teams through timely resolution.
• Use a consultative, adoption-led approach to translate customer goals and operational challenges into technical requirements, recommendations, success milestones, and clear documentation.
• Represent the voice of the customer and partner with CSM, Sales, Support, Product, Engineering, Services, and Business Operations to improve solutions and delivery.
• Communicate technical status, value, and outcomes clearly to operational and executive stakeholders, including C-level audiences.
• Use data, recurring themes, and lessons learned to improve delivery and meet agreed performance standards.

Skills

Ground Controls Expertise

Consultative Adoption

Technical Problem Solving

Applied AI & Analytical Thinking

Executive Communication

High-Touch & Scalable Delivery

Tools

Jeppesen Ground Controls

Jeppesen FliteDeck Pro

Job description

Jeppesen ForeFlight is seeking an Experienced Customer Success Expert for the Flight Deck Solutions portfolio. You will partner with the CSM to align technical delivery with the account strategy, focusing on Ground Controls and EFB ecosystems to improve adoption and value for airline customers.

The role combines product knowledge, operational insight, and disciplined execution to translate goals into technical requirements and measurable milestones, while balancing high-touch delivery with