Senior Manager, Customer Success Management

About the role

As a Senior Manager of Customer Success, you will lead a team of Customer Operations Managers to ensure SITA’s airline, airport and border‑control customers achieve maximum value from our solutions. You will act as a trusted advisor, drive product adoption, and support retention and growth across the Americas region.

Key responsibilities

• Foster a proactive, high‑quality service culture within the team and improve engagement and performance.
• Build and maintain strong relationships with customers, acting as their voice inside SITA.
• Partner with channel partners and executive sponsors to accelerate adoption and mitigate renewal risk.
• Ensure contractual commitments are met and monitor financial targets and cost control.
• Provide tactical, data‑driven advice and conduct regular service reviews.
• Own end‑to‑end escalation management to prevent dissatisfaction.
• Collaborate with Sales on renewals, expansions and proposal development.
• Lead continual service improvement initiatives, recommending upgrades and managing action plans.

Required profile

• Bachelor’s degree in Technology, Engineering, Telecom, Business or equivalent.
• 12+ years of professional experience, including at least 5 years in senior customer‑success or service‑operations roles.
• Proven experience working under ITIL Service Management principles.
• ITIL Foundation certification.
• Fluent English communication skills.

Required skills

• ITIL Service Management
• ITIL Foundation certification