Sr Customer Success Manager, LATAM

We are recruiting for a Customer Service Manager (CSM) supporting government and military customers using Jeppesen ForeFlight digital solutions across Latin America and South America. This position is based in the United States, entailing travel to customer sites across the territory. The Customer Service Manager is responsible for the overall commercial health and strategic direction of the customer relationship, driving retention, renewal and identifying growth across a portfolio of government and military aviation accounts. In this role, you will act as the primary strategic point of contact for a portfolio of government and military aviation customers across the territory, building strong relationships with User, Manager, Contract Administrator and senior Program and Procurement level stakeholders, and developing a thorough understanding of each customer's workflow, procurement environment and long‑term operational requirements to become a trusted strategic advisor in support of the solution. At all times the primary goal of the Customer Service Manager is to proactively protect the integrity of the customer's operations while using our solutions, while continually growing the strategic and commercial value of the account. Key Responsibilities Own the overall customer relationship and act as the main strategic escalation point for government and military aviation customers across Latin America and South AmericaDevelop and execute strategic account plans for each customer, identifying whitespace and expansion opportunities within existing accounts, working closely with SalesBuild and maintain relationships with senior stakeholders across User, Program, Contracting and Procurement functions, mapping the customer's buying and procurement processes to inform account strategyPartner with sales, product, and support teams to translate customer requirements into actionable prioritiesSupport adoption of Jeppesen ForeFlight digital solutions, including onboarding of new customers and expansion within existing accountsMaintain subject matter expert level awareness of company software solutions and related product solutions and technologyProvide remote or on‑site problem‑solving assistance, coordinating with internal engineering, support and product teams as requiredOversee the delivery of scoped services, ensuring service levels and commercial commitments are metLead the renewal strategy for the territory, securing follow-on contracts and working closely with Contracts on commercial terms and negotiation approachTravel extensively across Latin America and South America, to support customer relationships and on‑site activity Basic Qualifications 6+ years of experience in an Account Management or Customer Success, preferably in government or defense marketgsManaged a portfolio of strategic government and defense accounts, serving as the primary point of contact for senior military and civilian leadershipDemonstrated experience engaging and influencing senior military and government decision-makersProven ability to navigate complex, multi-stakeholder procurement and approval processesFamiliarity with government procurement processes and contracting frameworks is highly desirableExperience in a customer‑facing role within aviation, flight operations, flight support, flight dispatch, or a related fieldFluency in written and verbal English. High level of proficiency in SpanishWillingness and ability to travel across Latin America and South America About Jeppesen ForeFlight Jeppesen ForeFlight is a leading provider of innovative aviation software solutions, serving the Commercial, Business, Military, and General Aviation sectors globally. Combining Jeppesen’s 90-year legacy of accurate aeronautical data with ForeFlight’s expertise in cutting-edge aviation technology, the company delivers an integrated suite of tools designed to enhance safety, improve operational efficiency, and sharpen decision-making. Preferred Qualifications Prior experience supporting government or military aviation customersExperience with flight planning software, aeronautical charts, or related aviation technologyStrong presentation skills to senior/C‑level audiencesStrong problem‑solving and training skillsStrong use of Microsoft Office Suite, CRM tools such as Salesforce and ClaudePilot or aviation enthusiast Why You Should Join At Jeppesen ForeFlight, we know you want a rewarding career. To do that, you need challenging projects, a good work environment, and awesome coworkers. We believe in our employees, and we empower them to make a direct impact on our products and services messaging. We strive to provide our team and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits package includes but not limited to the following: Medical, dental, vision insurance with employer-paid health premiumsOpen PTO policy401(k) with up to 10% company matching and immediate vesting12 weeks paid parent leave2 days off to volunteer annuallyEmployee Assistance ProgramFlight Training Stipend Pay is based upon candidate experience and qualifications, as well market and business considerations: Summary Base Pay Range: $100,000 – $125,000 USD