The opportunity
The Customer Success Manager (CSM) is accountable for the end-to-end success of assigned key customer accounts across North America. This role ensures that contractual commitments, (such as fleet performance, maintenance compliance, and service delivery) are translated into consistent, high-performing operations for the customer.
Serving as the primary post-contract commercial and operational interface, the CSM works closely with customers, local operations, workshops, and global support teams to maximize customer value, satisfaction, retention, and long-term partnership. The role blends operational leadership, performance analytics, and structured customer governance. This role will report directly to our Operations Director.
What success looks like
· Customers see you as a critical extension of their operations, not a vendor
· Operational issues are anticipated, not reacted to
· Contracts renew because value is obvious and proven
· Internal teams trust you because you balance customer needs with operational reality
A snapshot of what you will be doing here:
Account and Customer Management
Customer Governance and Reviews
Lead and facilitate monthly business reviews (MBRs) with customers, as well as quarterly and ad-hoc operational reviews
Prepare agendas, presentations, and performance reporting; document decisions, risks, and action plans
Communicate account performance and key actions internally to relevant stakeholders, including Global KAM teams
Relationship Management
Build trusted relationships across customer operations, maintenance, fleet, procurement, and leadership teams
Coordinate cross-functionally with local operations, workshops, asset management, procurement, and HQ teams to ensure consistent execution
Customer Satisfaction
Run customer satisfaction reviews at least twice per year
Develop and manage improvement plans based on customer feedback and performance data
Contract and Operational Delivery
Own the end-to-end asset delivery and “in-rent” process for new equipment, including:
o Production and delivery coordination
o Telematics installation
o Logistics, receipt, and operational readiness
Support rapid revenue realization by ensuring assets are placed into service efficiently
Monitor and report on contracted service levels, including:
o Fleet availability
o Maintenance compliance
o Response times and regulatory requirements
Operational Performance and Issue Management
Work closely with workshops and operations to:
o Investigate and resolve recurring equipment or warranty issues
o Analyze fleet sizing, allocation, and utilization
o Identify operational, safety, and cost improvement opportunities using performance data
Data and Performance Insights
Analyze maintenance, availability, utilization, and cost data to identify trends and root causes
Translate complex operational data into clear insights for customers and internal teams
Lead data-driven discussions during monthly reviews, helping customers understand performance drivers and trade-offs
Commercial Support and Account Growth
Identify and communicate “farming” opportunities (replacement programs, additional assets, new products, electrification initiatives)
Transfer commercial leads to Business Development for execution
· Support renewal discussions in coordination with Commercial and Global KAM teams
Who we are looking for someone who:
Required:
5–10+ years of experience in maintenance-driven, asset-intensive operational environments, such as:
o Aviation, airport operations, or ground handling
o GSE, heavy equipment, or fleet leasing/maintenance
o Industrial maintenance, transportation, or technical services
Proven experience managing SLA-based customer contracts
Strong ability to analyze operational, maintenance, and cost data and communicate findings clearly
Comfortable working in fast-paced, operationally complex environments
Ability to travel up to 25%
Preferred:
Experience supporting multi-site or multi-station operations in North America
Familiarity with pooled or shared fleet models
Exposure to electrification, alternative energy, or sustainability initiatives
Experience working with unionized or heavily regulated operational environments (a plus)
Why we think you will love working with us:
Part of a solid and growing international group
A company with short decision lines where our employees are central to the success of the company
An environment where you can develop and grow
A competitive salary, depending on experience
Multiple employee benefits:
Medical Health Insurance
Vision Insurance
Dental Insurance
ST and LT disability insurance
Life Insurance
401k Plan
PTO increasing up to 20 days
Paid sickness per annum
Provision of all PPE
Job Type: Full-time
UNLIMITED REFERRAL BONUSES
Pay range for this position is $95,000-$115,000 based on skills and experience.
Our company
At TCR Group, we are committed to revolutionizing the aviation industry by providing integrated solutions for Ground Support Equipment (GSE). Our services include GSE rental, leasing, and maintenance.
With headquarters near Brussels and a team of 1800+ employees, we operate globally across over 200 airports in America, Europe, Asia Pacific, and the Middle East. Our dedication to excellence makes us a trusted partner for customers worldwide.
Do you think we could be a match? We look forward to meeting you.
We encourage candidates to apply even if they do not meet all the requirements. Research shows that people from underrepresented groups often hesitate unless they meet every criterion. At TCR, we look for relevance, not perfection.
TCR Americas is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.
Please note that we do not accept unsolicited applications or inquiries from recruitment agencies.
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