Customer Success Lead (Montreal)

Job Description Act as the first point of contact for customers for ongoing business, operational, and application-related needs. Build and maintain trusted relationships with customer stakeholders at operational, technical, and leadership levels. Understand customer objectives, success criteria, and operational context. Lead regular customer engagements, including monthly touchpoints and periodic business reviews. Customer Success & Retention Own customer health, satisfaction, and retention outcomes for assigned accounts. Monitor usage, adoption, and engagement trends to ensure sustained value realization. Proactively identify adoption risks and coordinate mitigation plans with internal teams. Support renewals by ensuring strong relationships, active usage, and customer satisfaction. Implementations & Onboarding Lead or contribute to new customer implementations, including ownership of smallerscale implementations. Manage implementation activities by adhering to agreed timelines and ensuring successful customer adoption. Coordinate deployment, integration, and configuration of Pelesys products with CAE internal teams. Support customers with data migration and system migration activities. Support customer training to ensure successful onboarding and ongoing product usage. Product & Application Enablement Provide customers with system and application roadmaps, aligning product capabilities with customer needs. Gather and translate application, integration, and workflow requirements, including integrations with other CAE systems. Serve as the voice of the customer to Product, Engineering, Support, and Professional Services teams. Communicate product updates, enhancements, and platform changes clearly to customers. Escalations & Operational Support Own the escalation of highimpact and critical issues, in addition to standard ticket management (e.g., Jira). Coordinate crossfunctional response during escalations to ensure timely resolution. Track actions, dependencies, and outcomes related to escalated issues. Commercial & Financial Support Support contract requirements, including understanding commercial terms and operational implications. Prepare and support Payper. Use invoicing in collaboration with Finance and internal stakeholders. Identify potential upsell and expansion opportunities based on customer maturity and usage. Partner with Business Development and Sales teams by providing customer context and success insights. Training, Enablement & Advocacy Lead or coordinate training initiatives to improve adoption and customer proficiency. Conduct discovery sessions to identify optimal solutions, workflows, and configurations. Deliver product demonstrations and capability presentations (or demonstrate aptitude to become proficient). Support customer engagement activities such as user groups, beta programs, advisory boards, trade shows, and conferences. Operational Excellence Maintain accurate customer documentation, risks, action plans, and engagement records in CRM and internal systems. Track commitments, followups, customer dependencies, and key outcomes. Record meeting minutes and action items and ensure appropriate followthrough. Contribute to customer success playbooks, standards, and continuous improvement initiatives. Perform other related duties as required. Minimum Qualifications • Experience in Customer Success, Account Management, or Customer Experience within a B2B SaaS, technology, or skilled services environment. • Proven ability to manage postimplementation customer relationships and drive adoption. • Strong stakeholder management and crossfunctional collaboration skills. • Excellent written, verbal, and presentation skills, including engagement with senior stakeholders. • Experience working with CRM systems and digital collaboration tools. • Proficiency with MS Office suit. • Strong customercentric mindset with a focus on outcomes, retention, and value realization. Preferred Qualifications • Experience in aviation training, regulated industries, or complex enterprise environments. • Familiarity with Pelesys or similar training management systems. • Bachelors degree in Business, Aviation, Technology, or a related field. • Bilingual (French-English). Benefits • Group Insurance • Telemedicine • Employee and Family Assistance Program • Employee Stock Purchase Plan • Group RRSP • CAE Pension Plan/Defined Benefit Plan • Sabbatical Leave • Flex Time • Enhanced Parental Leave Position Details Position Type: Regular. Equal Opportunity & Accommodations</

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