Sr Customer Success Expert II at ForeFlight
United States
$102k - $125k
<p><span><strong>Sr Customer Success Expert:</strong></span></p> <p><br />Individual Contributor | Flight Deck Solutions | Ground Controls Focus<br />About Jeppesen ForeFlight Jeppesen ForeFlight supports one of the world's most critical industries - aviation - where customer<br />outcomes directly impact safety, efficiency, and global connectivity. Our solutions enable pilots, airlines,<br />and operators to make smarter decisions through trusted data, automation, and modern digital<br />workflows. Remote opportunity in US or Canada, location preference is Englewood CO, Austin TX, Montreal CA, or Toronto CA</p> <p><br />Backed by Thoma Bravo, we are combining Jeppesen's global navigation and charting legacy with<br />ForeFlight's agile, pilot-centric platform to accelerate innovation across automation, predictive analytics,<br />connectivity, and sustainability. Our future is built on smarter data, seamless collaboration, and an<br />uncompromising focus on customer value.</p> <p><br /><strong>The Opportunity</strong></p> <p><br />Jeppesen ForeFlight is seeking an Experienced Customer Success Expert (individual contributor) for the<br />Flight Deck Solutions portfolio. Customer Success Experts are assigned to specific customers through the<br />relevant Customer Success Manager's (CSM's) book of business and partner closely with the CSM to<br />align technical delivery with the broader account strategy and customer success plan.<br />The role requires a clear understanding of the Electronic Flight Bag (EFB) ecosystem, with particular<br />emphasis on Jeppesen Ground Controls. The Customer Success Expert combines product knowledge,<br />operational insight, and disciplined execution to strengthen adoption, resolve complex issues, and help<br />assigned Commercial Airline customers realize measurable value. The role takes a consultative,<br />adoption-led approach, looks for responsible ways to apply AI, and balances high-touch engagement<br />with scalable success practices.</p> <p><br /><strong>Flight Deck Solutions Portfolio</strong><br />Supporting pilots, EFB administrators, and airline ground and back-office teams across Electronic Flight<br />Bag applications, navigation, charting, content distribution, and flight deck tools.</p> <p><strong>Jeppesen Ground Controls Focus.</strong><br />Jeppesen Ground Controls is for airline ground and back-office operations. It enables teams to create,<br />revise, update, preview, publish, and synchronize company enroute data, charts, maps, and manuals<br />through an integrated workflow.</p> <p><br />The suite includes Chart Viewer, Manuals, Tailored Maps, On-Demand Tailoring, Filtered Chart Alerts,<br />and Trip Kit. This role connects these capabilities to customer workflows, EFB content distribution,<br />Jeppesen FliteDeck Pro, and pilot operations.</p> <p><br /><strong>Key Responsibilities</strong></p> <p><br />• Partner with the assigned CSM and account team to deliver technical success actions for Flight<br />Deck Solutions customers, with primary focus on Ground Controls.<br />• Guide customers across Ground Controls workflows for creating, reviewing, publishing,<br />distributing, and synchronizing company navigation content.<br />• Apply EFB ecosystem knowledge to connect back-office content management, EFB administration,<br />Jeppesen FliteDeck Pro, and pilot workflows.<br />• Monitor adoption, customer health, risks, issues, CSAT, and outcomes, sharing clear priorities and<br />progress with the CSM.<br />• Coordinate complex issues, escalations, and complaints across the appropriate teams through<br />timely resolution.<br />• Use a consultative, adoption-led approach to translate customer goals and operational challenges<br />into technical requirements, recommendations, success milestones, and clear documentation.<br />• Represent the voice of the customer and partner with CSM, Sales, Support, Product, Engineering,<br />Services, and Business Operations to improve solutions and delivery.<br />• Communicate technical status, value, and outcomes clearly to operational and executive<br />stakeholders, including C-level audiences.<br />• Use data, recurring themes, and lessons learned to improve delivery and meet agreed<br />performance standards.<br />What Success Looks Like<br />• Assigned customers achieve measurable adoption and operational value from Flight Deck<br />Solutions, particularly Ground Controls.<br />• Risks, technical obstacles, and escalations are surfaced early and resolved with the CSM and<br />relevant partners.<br />• Ground Controls workflows support consistent, efficient content management and distribution<br />across customer operations.<br />• Customers and CSMs view the Customer Success Expert as a trusted technical partner and<br />advocate.<br /><br /><strong>Core Skills & Competencies</strong><br />• Ground Controls & EFB Expertise: Understands the EFB ecosystem, airline back-office content<br />workflows, Ground Controls capabilities, and their connection to FliteDeck Pro and pilot<br />operations.<br />• Consultative Adoption: Applies a consultative, value-led approach to understand customer goals,<br />recommend adoption practices, and guide measurable outcomes.<br />• Technical Problem Solving: Investigates complex issues, coordinates specialists, and guides<br />customers toward practical resolution paths.<br />• Applied AI & Analytical Thinking: Understands foundational AI concepts, uses data and customer<br />evidence, and explores responsible applications that improve insights, workflows, and delivery.<br />• Executive Communication: Explains complex topics clearly and confidently to operational and C-<br />level audiences.<br />• High-Touch & Scalable Delivery: Comfortable supporting complex, high-touch engagements and<br />turning repeatable needs into scalable playbooks, enablement, and success motions.<br /><strong></strong></p> <p><strong>Basic Qualifications</strong></p> <p><br />• 5+ years of experience in Customer Success, solutions engineering, technical consulting,<br />implementation, or enterprise software support within a SaaS environment.<br />• Proven success as a customer-facing individual contributor supporting complex software products<br />or operational workflows.<br />• Clear understanding of the airline EFB ecosystem, including EFB administration, pilot workflows,<br />navigation and charting content, and back-office data distribution.<br />• Experience coordinating technical issues, escalations, or complaints and using customer, service,<br />or adoption metrics to guide resolution and decisions.<br />• Excellent written, verbal, presentation, and stakeholder communication skills, with the ability to<br />work across international customers and cultures.</p> <p><br /><strong>Preferred Qualifications</strong></p> <p><br />• 7+ years in Customer Success or a related technical role, with experience in Jeppesen Ground<br />Controls, Jeppesen FliteDeck Pro, or comparable aviation content solutions and Commercial<br />Airline flight deck or EFB operation</p> <p><strong>About Jeppesen ForeFlight:</strong></p> <p><span>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.</span></p> <p> </p> <p><strong>Why You Should Join (USA):</strong></p> <p> </p> <p>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:</p> <ul> <li>Medical, dental, vision insurance with Employer paid health premiums</li> <li>Open PTO Policy</li> <li>401(k) with up to 10% company matching and immediate vesting</li> <li>12 Weeks Paid Parent Leave</li> <li>Flight Training Rewards</li> </ul> <p>Pay is based upon candidate experience and qualifications, as well market and business considerations: Summary Pay Range: $102,000.00-$125,000.00</p> <p> </p> <p>Jeppesen ForeFlight – EOE including Disability/Vets | Pay Transparency | E-Verify Participant</p> <p> </p>
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