Customer Success Technical Manager

Key Responsibilities:

• Serve as the primary technical and strategic contact for military aviation customers
• Manage the full customer lifecycle, including onboarding, training, adoption, and renewal
• Deliver exceptional support via email, phone, and virtual sessions, with a strong focus on pilot-centered service
• Provide expert guidance on flight planning, situational awareness tools, and operational workflows within ForeFlight
• Troubleshoot technical issues across iOS (iPad/iPhone), macOS, and web-based platforms
• Analyze customer usage data to identify trends, risks, and opportunities for growth and retention
• Conduct recurring business reviews to align on customer goals, product usage, and performance outcomes
• Develop and execute account plans to support adoption, customer value, and long-term success
• Partner closely with Sales, Product, and Engineering teams to resolve complex issues and advocate for customer needs
• Identify expansion opportunities and contribute to pipeline growth across military and government accounts
• Lead onboarding sessions and ongoing training to ensure customers maximize the value of the platform

Basic Qualifications:

• Pilot/Dispatcher experience required
• 5+ years of experience in Technical Account Management, Customer Success, or a related customer-facing technical role
• Strong technical proficiency with the Apple ecosystem (iPad, iPhone, macOS) and web-based applications
• Demonstrated ability to troubleshoot and resolve technical issues effectively
• Excellent communication and presentation skills
• Proven experience managing customer relationships, driving retention, and identifying growth opportunities
• Strong analytical, organizational, and project management skills
• Detail-oriented with excellent follow-up and execution
• Proficiency in Microsoft Office and CRM tools

Preferred Qualifications:

• Bachelor’s degree or equivalent experience
• Military aviation experience
• Familiarity with Electronic Flight Bag (EFB) solutions such as Jeppesen ForeFlight

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:

At Jeppesen ForeFlight (OzRunways), 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 empower them to make a direct impact on our products and services messaging. We strive to provide employees and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits package includes but is not limited to the following:

• Our benefits package includes but not limited to the following:
• Flexible hybrid schedule 
• Generous paid parental leave policy (12 weeks paid leave for primary carer)
• Flight Training Rewards
• Tuition Stipend