Customer Success Lead

Description du poste

Customer Relationship Management

• Act as the first point of contact for customers for ongoing business, operational, and application-related needs.
• Build and maintain trusted relationships with customer stakeholders at operational, technical, and leadership levels.
• Understand customer objectives, success criteria, and operational context.
• Lead regular customer engagements, including monthly touchpoints and periodic business reviews.

Customer Success & Retention

• Own customer health, satisfaction, and retention outcomes for assigned accounts.
• Monitor usage, adoption, and engagement trends to ensure sustained value realization.
• Proactively identify adoption risks and coordinate mitigation plans with internal teams.
• Support renewals by ensuring strong relationships, active usage, and customer satisfaction.

Implementations & Onboarding

• Lead or contribute to new customer implementations, including ownership of smaller‑scale implementations.
• Manage implementation activities by adhering to agreed timelines and ensuring successful customer adoption.
• Coordinate deployment, integration, and configuration of Pelesys products with CAE internal teams.
• Support customers with data migration and system migration activities.
• Support customer training to ensure successful onboarding and ongoing product usage.

Product & Application Enablement

• Provide customers with system and application roadmaps, aligning product capabilities with customer needs.
• Gather and translate application, integration, and workflow requirements, including integrations with other CAE systems.
• Serve as the voice of the customer to Product, Engineering, Support, and Professional Services teams.
• Communicate product updates, enhancements, and platform changes clearly to customers.

Escalations & Operational Support

• Own the escalation of high‑impact and critical issues, in addition to standard ticket management (e.g., Jira).
• Coordinate cross‑functional response during escalations to ensure timely resolution.
• Track actions, dependencies, and outcomes related to escalated issues.

Commercial & Financial Support

• Support contract requirements, including understanding commercial terms and operational implications.
• Prepare and support Pay‑per‑Use invoicing in collaboration with Finance and internal stakeholders.
• Identify potential upsell and expansion opportunities based on customer maturity and usage.
• Partner with Business Development and Sales teams by providing customer context and success insights.

Training, Enablement & Advocacy

• Lead or coordinate training initiatives to improve adoption and customer proficiency.
• Conduct discovery sessions to identify optimal solutions, workflows, and configurations.
• Deliver product demonstrations and capability presentations (or demonstrate aptitude to become proficient).
• Support customer engagement activities such as user groups, beta programs, advisory boards, trade shows, and conferences.

Operational Excellence

• Maintain accurate customer documentation, risks, action plans, and engagement records in CRM and internal systems.
• Track commitments, follow‑ups, customer dependencies, and key outcomes.
• Record meeting minutes and action items and ensure appropriate follow‑through.
• Contribute to customer success playbooks, standards, and continuous improvement initiatives.
• Perform other related duties as required.
  

Qualifications minimales

• Experience in Customer Success, Account Management, or Customer Experience within a B2B SaaS, technology, or professional services environment.
• Proven ability to manage post‑implementation customer relationships and drive adoption.
• Strong stakeholder management and cross‑functional collaboration skills.
• Excellent written, verbal, and presentation skills, including engagement with senior stakeholders.
• Experience working with CRM systems and digital collaboration tools.
• Proficiency with MS Office suit.
• Strong customer‑centric mindset with a focus on outcomes, retention, and value realization.

Qualifications préférées

• Experience in aviation training, regulated industries, or complex enterprise environments.
• Familiarity with Pelesys or similar training management systems.
• Bachelor’s degree in Business, Aviation, Technology, or a related field.
• Bilingual (French-English).

Avantages

• Group Insurance
• Telemedicine Employee and Family Assistance Program
• Employee Stock Purchase Plan
• Group RRSP
• CAE Pension Plan/Defined Benefit Plan
• Sabbatical Leave
• Flex Time
• Enhanced Parental Leave

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À propos de CAE

Type de poste

Regular

Égalité des chances et accommodements

Confidentialité des données