Customer Success Leader – Texas (Onsite)

About the role

The Customer Success Leader (CSL) drives continuous improvement in customer satisfaction across all regions by managing and acting on Customer Satisfaction responses. This role ensures customer feedback is translated into meaningful, actionable improvements through close coordination with Customer Support, Sales, Business Development, Operations, and other internal stakeholders. The position strengthens customer relationships, improves service delivery, and aligns global teams to enhance the overall customer experience.

Responsibilities

• Analyze survey results to identify key trends, root causes, and actionable insights; communicate findings to leadership and regional teams.
• Define, standardize, and monitor customer-related KPIs across regions to track performance and enable data-driven decision-making.
• Lead the development and execution of action plans based on customer feedback, ensuring actions are specific, measurable, and aligned with business priorities.
• Partner with regional Customer Support teams and CSSMs to implement corrective and improvement actions, ensuring timely execution and closure.
• Coordinate with internal stakeholders (Customer Support, Sales, Programs, Engineering, Supply Chain, Quality) to drive improvements and remove roadblocks as needed.
• Facilitate alignment across regions to ensure consistency in customer experience and sharing of best practices.
• Engage directly with customers to validate feedback, ensure actions meet their expectations, and confirm effectiveness of implemented improvements.
• Identify systemic issues and drive long-term solutions that enhance service quality, customer retention, and overall business performance.
• Promote a culture of customer-centricity and continuous improvement across the organization.

Requirements

• Experience in customer support, customer success, operations, or similar roles within a technical or industrial sector is required.
• Experience leading organization-wide feedback or engagement initiatives—such as analyzing survey results, driving action planning, and coordinating cross-functional follow-through—is highly valued.
• Aerospace industry experience is preferred but not mandatory.

Travel

Up to 25% travel as required to support regional alignment, customer engagement, and internal coordination.

Physical Demands

• Regularly required to remain in a stationary position and occasionally move about the office and facility.
• Constantly operates and uses a computer and other office productivity machinery, such as a copier/printer.
• Must be able to communicate information and ideas so others will understand and exchange accurate information.
• Ability to observe, identify, and assess details at close range (within a few feet of the observer).
• Occasionally lift and/or move up to 10 pounds across the office for various needs.

Work Environment

The work environment is predominantly office-based, with occasional work performed in a remote office of a customer or other business unit. Noise level in the office is typically quiet, while remote offices may occasionally require hearing protection.