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 America

• Develop and execute strategic account plans for each customer, identifying

whitespace and expansion opportunities within existing accounts, working

closely with Sales

• Build and maintain relationships with senior stakeholders across User,

Program, Contracting and Procurement functions, mapping the customer's buying

and procurement processes to inform account strategy

• Partner with sales, product, and support teams to translate customer

requirements into actionable priorities

• Support adoption of Jeppesen ForeFlight digital solutions, including

onboarding of new customers and expansion within existing accounts

• Maintain subject matter expert level awareness of company software solutions

and related product solutions and technology

• Provide remote or on‑site problem‑solving assistance, coordinating with

internal engineering, support and product teams as required

• Oversee the delivery of scoped services, ensuring service levels and

commercial commitments are met

• Lead the renewal strategy for the territory, securing follow-on contracts and

working closely with Contracts on commercial terms and negotiation approach

• Travel 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 marketgs

• Managed a portfolio of strategic government and defense accounts, serving as

the primary point of contact for senior military and civilian leadership

• Demonstrated experience engaging and influencing senior military and

government decision-makers

• Proven ability to navigate complex, multi-stakeholder procurement and

approval processes

• Familiarity with government procurement processes and contracting frameworks

is highly desirable

• Experience in a customer‑facing role within aviation, flight operations,

flight support, flight dispatch, or a related field

• Fluency in written and verbal English. High level of proficiency in Spanish
• Willingness 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 customers
• Experience with flight planning software, aeronautical charts, or related

aviation technology

• Strong presentation skills to senior/C‑level audiences
• Strong problem‑solving and training skills
• Strong use of Microsoft Office Suite, CRM tools such as Salesforce and Claude
• Pilot 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 premiums
• Open PTO policy
• 401(k) with up to 10% company matching and immediate vesting
• 12 weeks paid parent leave
• 2 days off to volunteer annually
• Employee Assistance Program
• Flight 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