Senior Customer Success Expert - Ground Controls (Remote)

ForeFlight

United States

On-site

USD 110,000 - 150,000

Full time

14 days+

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Job summary

Jeppesen ForeFlight is seeking an Experienced Customer Success Expert (IC) for the Flight Deck Solutions portfolio with a focus on Ground Controls. The role partners with a CSM to align technical delivery with customer success plans and to drive measurable adoption for airline customers.

Leveraging EFB content workflows and pilot operations knowledge, you will connect back-office content management with flight deck tools and ensure high-touch yet scalable delivery across international customers.

Qualifications

5+ years in customer success or related SaaS role.
Experience supporting complex software with airline EFB ecosystem.
Excellent written and verbal communication across international customers.
Experience coordinating technical issues and using adoption metrics to guide decisions.

Responsibilities

Partner with the assigned CSM and account team to deliver technical success actions for Flight Deck Solutions customers, focusing on Ground Controls.
Guide customers through Ground Controls workflows for creating, reviewing, publishing, distributing, and synchronizing content.
Apply EFB ecosystem knowledge to connect back-office content management and pilot workflows.
Monitor adoption, customer health, risks, issues, CSAT, and outcomes; share priorities with the CSM.
Coordinate complex issues, escalations, and complaints across teams for timely resolution.
Use a consultative, adoption-led approach to translate goals into technical requirements and milestones.
Represent the voice of the customer and partner with Sales, Support, Product, Engineering, and Ops to improve delivery.
Communicate status, value, and outcomes clearly to executives and stakeholders.
Leverage data and lessons learned to improve delivery and performance.