Overview

WELCOME TO SITA

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry. You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don’t just move the world forward—we’re proud to be recognized as a Great Place to Work® by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM

Customer Success Manager will lead strategic customer relationships within the aviation industry. You will drive customer value, strengthen executive partnerships, lead service improvement initiatives, and coordinate cross-functional action across SITA. This role combines customer leadership with practical knowledge of airline operations and mission-critical aviation technology environments. As a Customer Success Manager, you will not only be focusing on strategic customer success operations but also works at full competence to lead airline operational performance across multiple functions, strategically balances customer experience, operational efficiency, cost optimization, service reliability, and business objectives in complex and high-impact environments.

WHAT YOU WILL DO

- Manage a portfolio of strategic aviation customers and act as their trusted advisor.
- Develop and execute customer success plans that improve adoption, satisfaction, retention, growth, and measurable customer outcomes.
- Build strong relationships with customer executives, airline operational leaders, and key stakeholders.
- Lead executive business reviews, service reviews, governance forums, and strategic customer engagements.
- Act as the voice of the customer and influence product, service, and operational priorities.
- Analyze customer health, service performance, adoption, and operational trends to identify risks and opportunities.




- Lead Service Improvement Programs, customer recovery plans, and complex escalations.
- Coordinate Product, Engineering, Service Operations, Delivery, Support, Sales, Finance, and Commercial teams to deliver agreed outcomes.
- Drive proactive risk management, issue resolution, and clear accountability for actions.
- Produce concise executive reports, dashboards, recommendations, and decision materials.
- Support technology adoption, digital transformation, automation, and AI-enabled improvement initiatives.
- Promote consistent customer success governance, reporting, engagement models, and best practices.

Qualifications

WHO YOU ARE

- Strong aviation industry experience is required, with knowledge of airline operations, Operational Control Centers (OCC), flight operations, airport operations, air traffic management, or aviation technology environments.
- 7+ years of experience in Customer Success, Account Management, Service Management, Aviation Operations, or a related customer-facing role.
- Knowledge of airline operational systems, aircraft connectivity, flight planning, or other mission-critical aviation technology platforms.
- Proven experience managing strategic customer relationships and engaging senior executives and operational stakeholders.
- Experience developing customer success strategies that support adoption, retention, growth, satisfaction, and long-term customer value.
- Demonstrated experience leading Service Improvement Plans, complex escalations, service recovery, or customer transformation initiatives.
- Strong analytical and problem-solving capability, with the ability to turn operational and customer data into clear recommendations.
- Experience preparing executive dashboards, business reviews, performance reports, and governance materials.




- Ability to influence without direct authority and align diverse stakeholders in a global matrix organization.
- Proven cross-functional leadership across Product, Engineering, Operations, Sales, Delivery, Support, Finance, or Commercial teams.
- Strategic judgment, business acumen, prioritization, and the ability to deliver outcomes through complexity.

WHAT WE OFFER

We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever. ? Flex Week: Work from home up to 2 days/week (depending on your team’s needs)

⏰ Flex Day: Make your workday suit your life and plans.

? Flex Location: Take up to 30 days a year to work from any location in the world.

?Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health – a personalized platform that supports a range of wellbeing needs.

?Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International—available to all employees—to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities.

Your development journey is supported every step of the way.

?? Competitive Perks: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.

Starting Salary / Compensation

Starting Salary / Compensation

📌 Responsable de la réussite client/Customer Success Manager (Aviation) (Montreal)
🏢 SITA Switzerland
📍 Montreal