Customer Success Manager (Chicago, IL)

Function title

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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