Senior Customer Success Manager (Digital)

Senior Customer Success Manager (Digital)

Company:

The Boeing Company

Boeing Global Services is seeking a dynamic and experienced Senior Manager, Customer Success (Digital)  to lead a team of Customer Success Managers (CSMs) in delivering exceptional service and value to our aviation customers. This role is pivotal in driving customer satisfaction, retention, and expansion by optimizing team performance, refining processes, and enhancing systems. You will be responsible for mentoring a high-performing team, implementing scalable success strategies, and serving as a key liaison between customers and internal stakeholders.  

Position Responsibilities:

Team Leadership & Development  

• Lead, coach, and develop a team of Customer Success Managers to exceed customer satisfaction, retention, and growth goals.  

• Foster a culture of accountability, continuous learning, and customer-centricity.  

• Conduct regular 1:1s, performance reviews, and career development planning.  

Customer Success Strategy & Execution  

• Define and implement scalable customer success strategies aligned with company goals.  

• Oversee customer lifecycle management, including onboarding, adoption, renewal, and expansion.  

• Establish and track KPIs to measure team performance and customer health.  

Process & Systems Improvement  

• Identify and recommend improvements to customer success processes, tools, and systems (e.g., CRM, CS platforms).  

• Collaborate with cross-functional teams (Sales, Product, Customer Experience, Support, Marketing) to streamline workflows and enhance customer journey.  

• Leverage data and analytics to drive decision-making and proactive customer engagement.  

Customer Advocacy & Relationship Management  

• Act as an escalation point for high-impact customer issues and ensure timely resolution. This includes direct involvement with our high priority and highly escalated customers.  

• Champion the voice of the customer internally to influence product development and service enhancements.  

• Promote customer advocacy through case studies, referrals, and participation in user community events.  

Basic Qualifications (Required Skills/Experience):

• 3+ years of direct people management experience in a Customer Success or Account Management role.  

• 5+ years of experience in Customer Success, preferably in a SaaS or technology-driven environment.  

• Proven track record of improving customer retention, satisfaction, and team performance.  

• Excellent communication, leadership, and interpersonal skills.  

• Skilled in setting and communicating expectations, mediating, and resolving issues within a team environment. 

• Analytical mindset with the ability to interpret data and translate insights into action.  

Preferred Qualifications (Desired Skills/Experience):

• Experience in the aviation industry.  

• 8+ years of customer-facing experience with strong customer engagement skills (executive presence, written and verbal communication skills, phone etiquette). Demonstrates a highly professional demeanor 

• Familiarity with customer journey mapping and lifecycle frameworks.  

• Certifications in Customer Success (e.g., SuccessHACKER, Gainsight Pulse Academy) are a plus.  

Drug Free Workplace:

Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

Pay & Benefits:

At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent.  Elements of the Total Rewards package include competitive base pay and variable compensation opportunities. 

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. 

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

Pay is based upon candidate experience and qualifications, as well as market and business considerations. 

Summary Pay Range: 170,850 – 231,150

Language Requirements:

Not Applicable

Education:

Not Applicable

Relocation:

Relocation assistance is not a negotiable benefit for this position.

Export Control Requirement:

This is not an Export Control position.

Safety Sensitive:

This is not a Safety Sensitive Position.

Security Clearance:

This position does not require a Security Clearance.

Visa Sponsorship:

Employer will not sponsor applicants for employment visa status.

Contingent Upon Award Program

This position is not contingent upon program award

Shift:

Shift 1 (United States of America)

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