Customer Success Manager, Spanish speaking

Jeppesen ForeFlight is seeking an experienced Customer Success Manager to join their Customer Success organization. This customer-facing role focuses on governing, protecting, and growing revenue across a portfolio of Commercial Airline customers, ensuring they achieve measurable ROI and renew with confidence.

Responsibilities:

• Own the end-to-end customer lifecycle with a primary focus on renewal, retention, and growth
• Lead renewal strategy and execution, ensuring timely planning, risk mitigation, negotiation, and signature
• Develop and execute value-based adoption plans aligned to customer KPIs, success metrics, and business outcomes
• Quantify and communicate customer ROI by correlating product adoption to operational and financial outcomes
• Maintain a 360-degree view of customer health, including engagement, risk, sentiment, and expansion signals
• Build trusted relationships with executive sponsors, economic buyers, and operational leaders
• Proactively identify and expansion opportunities (upsell and cross-sell), partnering with Sales on complex motions
• Facilitate Executive Business Reviews focused on outcomes, value realization, and forward strategy
• Partner cross-functionally with Sales, Solutions Engineering, Support, and Product to advocate for customer needs and drive customer solutions
• Act decisively to mitigate churn and protect recurring revenue
• Operate as a self-starter while thriving in a virtual work environment

Requirements:

• 5+ years of experience in Customer Success within a SaaS environment
• Fluency in Spanish
• Strong understanding of aligning customer business processes to software capabilities
• Commercial & Financial Acumen: Comfortable owning revenue conversations, renewal strategy, pricing discussions, and negotiations
• Executive Communication: Able to influence senior airline leaders with clarity, confidence, and data
• Outcome-Driven Mindset: Relentless focus on adoption, value realization, and customer goals
• Relationship Leadership: Builds trust across users, operators, and executive stakeholders
• Problem & Risk Management: Anticipates issues and resolves them (with partners in support) in a way that strengthens long-term relationships
• Collaboration: Works seamlessly across all teams across the company
• 7+ years of experience in Customer Success or related SaaS roles
• Experience in Commercial Airline Operations, OCC, or Flight Operations environments
• Experience with Salesforce and Gainsight
• Familiarity with structured adoption, success, and renewal methodologies
• Experience working with international customers and cross-cultural teams