Lead the deployment of MES systems across Pratt & Whitney overhaul facilities. Drive projects ensuring alignment with company goals and processes in an aviation context.
About the role
- Serving as the primary Customer Success liaison into Product and GTM planning, representing customer needs and adoption insights in launch and roadmap discussions.
- Partnering with Product Managers, Product Marketing, and GTM teams to design and execute launch plans that drive customer adoption and retention.
- Working closely with the CS Management Teams and SME/CSMs to ensure that information is flowing back to them for input and action when necessary.
- Contributing to pilot and early access programs with selected customers, capturing feedback and translating insights into scalable improvements
- Collaborating with Support and Customer Success teams to identify friction points and recommend proactive, AI-enabled solutions that deflect tickets and improve customer experience.
- Developing and maintaining enablement of resources, including onboarding content, adoption of playbooks, and success guides tailored to new product features.
- Analyzing product usage and customer health data to identifying trends, risks, and opportunities for improvement and feeding those insights back into GTM function to impact planning and future launch activities.
- Contributing to roadmap and product decisions through customer-derived evidence, ensuring the voice of the customer shapes product strategy.
- Communicating adoption of performance, customer feedback, and success metrics to cross-functional leadership on a regular basis.
Requirements
- Have 5+ years of experience in Customer Success, Product, or Go-To-Market roles within a SaaS, data, or technology environment.
- Display proven ability to collaborate effectively across Product, Marketing, Sales, and Customer Success functions.
- Have a deep understanding of the Customer Success function including insight into other post sale activities and customer journey inputs.
- Possess exceptional analytical mindset alongside technical skills, with the ability to interpret usage data, customer feedback, and performance metrics to inform decisions.
- Have excellent communication, presentation, and stakeholder management skills; able to influence without authority.
- Experience managing or supporting product launches and customer pilot programs.
- Display understanding customer lifecycle management, adoption of metrics, and retention strategies.
- Have familiarity with Customer Success and GTM tools such as Gainsight, Salesforce, and product analytics platforms.
- Are comfortable operating in a fast-paced, matrixed environment with evolving priorities.
Benefits
- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
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