Customer Success Manager (Chicago, IL)
TCR Americas · Chicago, IL
- On site
- Full-time
- $115,000 / year
- Chicago, IL
Job highlights
- Manage key customer accounts end-to-end.
- Ensure contract commitments translate to operations.
- Build trusted customer and internal relationships.
- Drive customer satisfaction and retention.
- Analyze data for operational improvements.
About the role
Customer Success Manager (CSM)
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: Production and delivery coordination, Telematics installation, 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: Fleet availability, Maintenance compliance, Response times and regulatory requirements.
Operational Performance and Issue Management
- Work closely with workshops and operations to: Investigate and resolve recurring equipment or warranty issues, Analyze fleet sizing, allocation, and utilization, 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:
- Has 5–10+ years of experience in maintenance-driven, asset-intensive operational environments, such as: Aviation, airport operations, or ground handling; GSE, heavy equipment, or fleet leasing/maintenance; 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 Qualifications:
- 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.
Key skills/competency
- Customer Success Manager
- Account Management
- Customer Governance
- Relationship Management
- Contract Management
- Operational Performance
- Data Analysis
- Asset Management
- Fleet Management
- Customer Satisfaction
Skills & topics
- Customer Success Manager
- Account Management
- Customer Relationship Management
- SLA Management
- Operational Excellence
- Asset Management
- Fleet Management
- Data Analysis
- Customer Retention
- Aviation
- GSE
- Heavy Equipment
- Transportation
- Chicago
- Illinois
How to get hired
- Tailor your resume: Highlight experience in asset-intensive operations and SLA-based contracts.
- Showcase analytical skills: Emphasize your ability to analyze and communicate operational data.
- Demonstrate relationship building: Provide examples of cross-functional collaboration and customer trust.
- Research TCR Americas: Understand their mission in revolutionizing aviation GSE.
- Prepare for interviews: Be ready to discuss complex operational challenges and solutions.
Technical preparation
Master operational data analysis techniques.,Understand fleet performance metrics.,Study SLA contract structures.,Familiarize with GSE operations.
Behavioral questions
Describe a time you turned a client relationship around.,How do you handle conflicting priorities?,Tell me about analyzing complex operational data.,How do you build trust with clients and internally?
Frequently asked questions
- What is the typical career path for a Customer Success Manager at TCR Americas?
- While specific paths vary, successful Customer Success Managers at TCR Americas often progress into senior CSM roles, account management leadership, or operations management positions within the company. Your growth will be supported by opportunities to develop skills in operational leadership, performance analytics, and strategic customer governance.
- What kind of operational environments does TCR Americas specialize in for their Customer Success Managers?
- TCR Americas focuses on maintenance-driven, asset-intensive operational environments. This includes areas like aviation, airport operations, ground support equipment (GSE), heavy equipment, fleet leasing/maintenance, industrial maintenance, and transportation.
- How does TCR Americas handle customer satisfaction and feedback for the Customer Success Manager role?
- The Customer Success Manager is responsible for running customer satisfaction reviews at least twice a year. Based on feedback and performance data, you will develop and manage improvement plans to ensure consistent customer value and high satisfaction.
- What are the key performance indicators (KPIs) for a Customer Success Manager at TCR Americas?
- Key performance indicators for a Customer Success Manager at TCR Americas revolve around end-to-end customer success. This includes ensuring contractual commitments are met (fleet performance, maintenance compliance, service delivery), maximizing customer value, satisfaction, retention, and long-term partnership, as well as successful contract renewals.
- Is there an opportunity for career growth at TCR Americas for a Customer Success Manager?
- Yes, TCR Americas emphasizes employee development and growth. They offer an environment where you can develop your skills and advance your career. Opportunities may include taking on more complex accounts, leadership roles, or specializing in areas like electrification initiatives.
- What is the expected travel percentage for the Customer Success Manager role at TCR Americas?
- The Customer Success Manager role at TCR Americas requires the ability to travel up to 25%. This travel is typically to customer sites or other operational locations to support account management and ensure service delivery.
- Does TCR Americas provide benefits for the Customer Success Manager position?
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