Customer Success Manager - Catering (Chicago, IL)

About the role

The Customer Success Manager (CSM) is accountable for the end-to-end success of assigned key customer accounts across North America. This role ensures that contractual commitments, such as fleet performance, maintenance compliance, and service delivery, are translated into consistent, high-performing operations for the customer. Serving as the primary post-contract commercial and operational interface, the CSM works closely with customers, local operations, workshops, and global support teams to maximize customer value, satisfaction, retention, and long-term partnership.

Responsibilities

• Account and Customer Management
• Customer Governance and Reviews
• Lead and facilitate monthly business reviews (MBRs) with customers, as well as quarterly and ad-hoc operational reviews
• Prepare agendas, presentations, and performance reporting; document decisions, risks, and action plans
• Communicate account performance and key actions internally to relevant stakeholders, including Global KAM teams
• Relationship Management
• Build trusted relationships across customer operations, maintenance, fleet, procurement, and leadership teams
• Coordinate cross-functionally with local operations, workshops, asset management, procurement, and HQ teams to ensure consistent execution
• Customer Satisfaction
• Run customer satisfaction reviews at least twice per year
• Develop and manage improvement plans based on customer feedback and performance data
• Contract and Operational Delivery
• Own the end-to-end asset delivery and "in-rent" process for new equipment, including:
• Production and delivery coordination
• Telematics installation
• Logistics, receipt, and operational readiness
• Support rapid revenue realization by ensuring assets are placed into service efficiently
• Monitor and report on contracted service levels, including:
• Fleet availability
• Maintenance compliance
• Response times and regulatory requirements
• Operational Performance and Issue Management
• Work closely with workshops and operations to:
• Investigate and resolve recurring equipment or warranty issues
• Analyze fleet sizing, allocation, and utilization
• Identify operational, safety, and cost improvement opportunities using performance data
• Data and Performance Insights
• Analyze maintenance, availability, utilization, and cost data to identify trends and root causes
• Translate complex operational data into clear insights for customers and internal teams
• Lead data-driven discussions during monthly reviews, helping customers understand performance drivers and trade-offs
• Commercial Support and Account Growth
• Identify and communicate "farming" opportunities (replacement programs, additional assets, new products, electrification initiatives)
• Transfer commercial leads to Business Development for execution
• Support renewal discussions in coordination with Commercial and Global KAM teams

Requirements

• 5–10+ years of experience in maintenance-driven, asset-intensive operational environments, such as: Aviation, airport operations, or ground handling
• GSE, heavy equipment, or fleet leasing/maintenance
• Industrial maintenance, transportation, or technical services
• Proven experience managing SLA-based customer contracts
• Strong ability to analyze operational, maintenance, and cost data and communicate findings clearly
• Comfortable working in fast-paced, operationally complex environments
• Able to travel up to 25%

Preferred Experience

• Experience supporting multi-site or multi-station operations in North America
• Familiarity with pooled or shared fleet models
• Exposure to electrification, alternative energy, or sustainability initiatives
• Experience working with unionized or heavily regulated operational environments (a plus)