Customer Success Lead

About the role

Customer Relationship Management 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 smaller‑scale 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 high‑impact and critical issues, in addition to standard ticket management (e.g., Jira). Coordinate cross‑functional 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 Pay‑per‑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, follow‑ups, customer dependencies, and key outcomes. Record meeting minutes and action items and ensure appropriate follow‑through. Contribute to customer success playbooks, standards, and continuous improvement initiatives. Perform other related duties as required.