Customer Success Manager (Aviation) - USA Based

StaplesVR is a New Zealand–founded company delivering Virtual and Augmented Reality (VR/AR) training solutions to some of the world’s most demanding and regulated industries. The Customer Success Manager (CSM) is responsible for ensuring customers achieve maximum value from the company’s products and services, leading to high satisfaction, strong retention, and long‑term growth.

Responsibilities:

• Build and maintain strong, long‑term relationships with customers and partners
• Act as the primary point of contact and trusted advisor for all customer needs
• Develop and implement growth strategies for VR training products tailored to cabin crew, engineering, pilots and ground operations professionals
• Lead onboarding processes to ensure customers experience a smooth and successful implementation
• Drive product adoption through training, guidance, and proactive engagement
• Monitor customer health metrics, usage, and sentiment to identify risks early
• Develop and execute strategies to improve retention and reduce churn
• Work with customers to understand their business goals and align solutions to deliver measurable outcomes
• Conduct regular business reviews to demonstrate ROI and progress toward objectives
• Coordinate with support, product, and technical teams to resolve customer issues quickly
• Manage escalations effectively, ensuring communication is clear and timely
• Partner with sales to identify upsell and cross‑sell opportunities
• Collaborate with product teams by providing customer feedback and insights to influence roadmap decisions
• Maintain accurate customer records, success plans, and engagement activity in CRM tools
• Develop and refine customer success processes to improve efficiency and scale
• Identify and nurture customer advocates for testimonials, case studies, and reference programmes
• Encourage participation in customer communities, user groups, or beta programmes

Requirements:

• Aviation background is essential — experience as a pilot trainer, cabin crew trainer or aviation training manager
• 3+ years in business development, sales, customer relationships, or training management within aviation, aerospace, or simulation sectors
• Strong understanding of training frameworks, operational environments, and regulatory requirements across aviation
• Excellent communication skills, with the ability to engage both technical and executive audiences
• Confidence presenting technology-driven solutions and conducting product demonstrations
• Ability to travel domestically and internationally as needed
• Established network across airlines, aviation schools, defence, or airport operations