Customer Success Manager

RTX

Customer Success Manager responsible for customer satisfaction and retention in the AMER region for aerospace solutions. Collaborating with various stakeholders to drive operational excellence and value realization.

Posted 7/9/2026full-timeAnnapolis • Illinois, Iowa, Maryland • 🇺🇸 United StatesMid-LevelSenior💰 $86,800 - $165,200 per yearWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact for AMER-based customers, ensuring alignment with operational goals and business outcomes.
Manage key accounts across major U.S., Canadian, Latin American, and Caribbean airlines, ground handlers, and airport authorities.
Partner with regulatory agencies (e.g. government customers – customs, immigration, etc.) and ensure coordination on compliance-related topics where applicable.
Maintain deep knowledge of regional fleet types, operational models, and aviation ecosystem differences across AMER markets.
Lead business reviews, product adoption strategies, and success planning sessions with customer leadership teams.
Proactively identify areas of risk and opportunity to improve customer outcomes and maximize retention.
Collaborate cross-functionally with Product, Engineering, Sales, and Support teams to ensure unified customer engagement.
Represent the voice of the customer within the organization and support continuous improvement initiatives.
Support escalations, coordinate resolution paths, and ensure a consistent customer experience across all engagements.
Position will require travel up to 25%.

Requirements

What you’ll need

Typically requires a University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years experience.
5+ years of experience in Customer Success, Account Management, or aviation-related roles.
Experience communicating with customers, internal stakeholder management, and presentation skills.
Experience analyzing data, translating insights into strategy, and driving measurable customer outcomes.
ITIL V5 Foundations Certification.
Strong understanding of airline, airport, and aviation operational processes in the AMER region.
Experience with government regulations and processes, or industry compliance frameworks.
Proficiency in Spanish or Portuguese is a plus for regional coverage.

Benefits

Comp & perks

Medical, dental, and vision insurance.
Three weeks of vacation for newly hired employees.
Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option.
Tuition reimbursement program.
Student Loan Repayment Program.
Life insurance and disability coverage.
Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection.
Birth, adoption, parental leave benefits.
Ovia Health, fertility, and family planning.
Adoption Assistance.
Autism Benefit.
Employee Assistance Plan, including up to 10 free counseling sessions.
Healthy You Incentives, wellness rewards program.
Doctor on Demand, virtual doctor visits.
Bright Horizons, child and elder care services.
Teladoc Medical Experts, second opinion program.
And more!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementData AnalysisOperational StrategyCompliance Frameworks

Soft Skills

CommunicationStakeholder ManagementPresentation SkillsCross-Functional Collaboration

Certifications

ITIL V5 Foundations Certification