Sr Customer Success Expert II

Sr Customer Success Expert:

Individual Contributor | Flight Deck Solutions | Ground Controls Focus
About Jeppesen ForeFlight  Jeppesen ForeFlight supports one of the world's most critical industries - aviation - where customer
outcomes directly impact safety, efficiency, and global connectivity. Our solutions enable pilots, airlines,
and operators to make smarter decisions through trusted data, automation, and modern digital
workflows. Remote opportunity in US or Canada, location preference is Englewood CO, Austin TX, Montreal CA, or Toronto CA

Backed by Thoma Bravo, we are combining Jeppesen's global navigation and charting legacy with
ForeFlight's agile, pilot-centric platform to accelerate innovation across automation, predictive analytics,
connectivity, and sustainability. Our future is built on smarter data, seamless collaboration, and an
uncompromising focus on customer value.

The Opportunity

Jeppesen ForeFlight is seeking an Experienced Customer Success Expert (individual contributor) for the
Flight Deck Solutions portfolio. Customer Success Experts are assigned to specific customers through the
relevant Customer Success Manager's (CSM's) book of business and partner closely with the CSM to
align technical delivery with the broader account strategy and customer success plan.
The role requires a clear understanding of the Electronic Flight Bag (EFB) ecosystem, with particular
emphasis on Jeppesen Ground Controls. The Customer Success Expert combines product knowledge,
operational insight, and disciplined execution to strengthen adoption, resolve complex issues, and help
assigned Commercial Airline customers realize measurable value. The role takes a consultative,
adoption-led approach, looks for responsible ways to apply AI, and balances high-touch engagement
with scalable success practices.

Flight Deck Solutions Portfolio
Supporting pilots, EFB administrators, and airline ground and back-office teams across Electronic Flight
Bag applications, navigation, charting, content distribution, and flight deck tools.

Jeppesen Ground Controls Focus.
Jeppesen Ground Controls is for airline ground and back-office operations. It enables teams to create,
revise, update, preview, publish, and synchronize company enroute data, charts, maps, and manuals
through an integrated workflow.

The suite includes Chart Viewer, Manuals, Tailored Maps, On-Demand Tailoring, Filtered Chart Alerts,
and Trip Kit. This role connects these capabilities to customer workflows, EFB content distribution,
Jeppesen FliteDeck Pro, and pilot operations.

Key Responsibilities

• Partner with the assigned CSM and account team to deliver technical success actions for Flight
Deck Solutions customers, with primary focus on Ground Controls.
• Guide customers across Ground Controls workflows for creating, reviewing, publishing,
distributing, and synchronizing company navigation content.
• Apply EFB ecosystem knowledge to connect back-office content management, EFB administration,
Jeppesen FliteDeck Pro, and pilot workflows.
• Monitor adoption, customer health, risks, issues, CSAT, and outcomes, sharing clear priorities and
progress with the CSM.
• Coordinate complex issues, escalations, and complaints across the appropriate teams through
timely resolution.
• Use a consultative, adoption-led approach to translate customer goals and operational challenges
into technical requirements, recommendations, success milestones, and clear documentation.
• Represent the voice of the customer and partner with CSM, Sales, Support, Product, Engineering,
Services, and Business Operations to improve solutions and delivery.
• Communicate technical status, value, and outcomes clearly to operational and executive
stakeholders, including C-level audiences.
• Use data, recurring themes, and lessons learned to improve delivery and meet agreed
performance standards.
What Success Looks Like
• Assigned customers achieve measurable adoption and operational value from Flight Deck
Solutions, particularly Ground Controls.
• Risks, technical obstacles, and escalations are surfaced early and resolved with the CSM and
relevant partners.
• Ground Controls workflows support consistent, efficient content management and distribution
across customer operations.
• Customers and CSMs view the Customer Success Expert as a trusted technical partner and
advocate.

Core Skills & Competencies
• Ground Controls & EFB Expertise: Understands the EFB ecosystem, airline back-office content
workflows, Ground Controls capabilities, and their connection to FliteDeck Pro and pilot
operations.
• Consultative Adoption: Applies a consultative, value-led approach to understand customer goals,
recommend adoption practices, and guide measurable outcomes.
• Technical Problem Solving: Investigates complex issues, coordinates specialists, and guides
customers toward practical resolution paths.
• Applied AI & Analytical Thinking: Understands foundational AI concepts, uses data and customer
evidence, and explores responsible applications that improve insights, workflows, and delivery.
• Executive Communication: Explains complex topics clearly and confidently to operational and C-
level audiences.
• High-Touch & Scalable Delivery: Comfortable supporting complex, high-touch engagements and
turning repeatable needs into scalable playbooks, enablement, and success motions.

Basic Qualifications

• 5+ years of experience in Customer Success, solutions engineering, technical consulting,
implementation, or enterprise software support within a SaaS environment.
• Proven success as a customer-facing individual contributor supporting complex software products
or operational workflows.
• Clear understanding of the airline EFB ecosystem, including EFB administration, pilot workflows,
navigation and charting content, and back-office data distribution.
• Experience coordinating technical issues, escalations, or complaints and using customer, service,
or adoption metrics to guide resolution and decisions.
• Excellent written, verbal, presentation, and stakeholder communication skills, with the ability to
work across international customers and cultures.

Preferred Qualifications

• 7+ years in Customer Success or a related technical role, with experience in Jeppesen Ground
Controls, Jeppesen FliteDeck Pro, or comparable aviation content solutions and Commercial
Airline flight deck or EFB operation

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.

Why You Should Join (USA):

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
• Flight Training Rewards

Pay is based upon candidate experience and qualifications, as well market and business considerations: Summary Pay Range: $102,000.00-$125,000.00

Jeppesen ForeFlight – EOE including Disability/Vets | Pay Transparency | E-Verify Participant