Senior Manager, Customer Success (Digital)
Company:
The Boeing Company
Boeing Global Services (BGS) team, Boeing Ireland Limited, is seeking a 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.
This is a hybrid role and requires some onsite work in Dublin, Ireland.
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 the 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.
The Boeing benefits package goes above and beyond, focusing on your physical, emotional, financial and social well-being. Here’s a snapshot of what we offer:
- Competitive salary and annual incentive plans.
- Continuous learning - you’ll develop the mindset and skills to navigate whatever comes next.
- Success as defined by you - we’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
- Learning Together Programme to support your on-going personal and career development.
- Access to Boeing’s Well Being Programs, tool and incentives.
Language Requirements:
Not Applicable
Education:
Not Applicable
Relocation:
Relocation assistance is not a negotiable benefit for this 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:
Not a Shift Worker (Ireland)