Customer Success Manager

Capella is at the forefront of making vital information about our world accessible in a timely manner. We're leveraging proven technologies and building new capabilities to create a constellation of SAR satellites that can collect information about any spot on the planet within an hour.At Capella you'll work in a collaborative team environment, alongside smart people with a history of space mission success. No prior space experience is needed—we're looking for people excited about tackling seemingly impossible challenges, learning new skills and concepts, and helping each other achieve success.Our mission and our products are meant to understand the whole world and help everyone in it, regardless of race, creed, or any other distinction. We believe in a diverse and inclusive workplace, and we encourage all people to join our team and bring their unique perspective to help make us stronger. We value diversity at Capella and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position, but are not sure if you are the perfect fit, please apply!About The Role

Reporting to the Director of Customer Success, the Customer Success Manager is a key contributor to our team strategy and ensures its execution by supporting our global customers and Reseller Partner network. CSMs work with our customers to deliver world-class SAR imagery products through our self-service, proprietary Console system that allows customers to task Capella's constellation and view/download imagery, or to integrate our data and data access systems into their existing workflows and platforms via API. You will be responsible for building long-term strategic relationships, providing best-in-class post-sales support, onboarding and training, and delivering a customer experience that reflects Capella's leadership in the Space industry. This includes serving as an internal advocate for customers, encouraging product adoption and maintaining high engagement with our customers and partners. This position is intended to cover an international territory and as such may require shifted working hours and weekend coverage.Responsibilities

Be an advocate for the customer to ensure Capella delivers a stellar customer experienceBe an expert on Capella's product and services to deliver on Capella's customer promiseOnboard new customers and resellers effectively, ensuring that customers and resellers successfully adopt our platform and are trained on Capella product offerings.Achieve a deep understanding of customer workflows, align on their business objectives so that you can deliver tailored recommendations to drive ROI and a great customer experienceCollaborate with the Sales teams and Resellers to create key account plans and execute an account service strategy to ensure repeat business. Assist customers to use and adopt imagery and analytic products they have purchasedProactively strengthen account relationships across your portfolio of customers to mitigate delivery risk and foster high customer satisfactionCommunicate consistently with customers throughout the post-sales contract lifecycle, escalating important issues where needed based on actionable insightsCollaborate with the Product, Marketing, and Sales teams to communicate new use cases, features, and functionality that will enhance the customer's workflow and drive product adoptionParticipate in the evolution of our Support Desk and help resolve support tickets efficientlyCreate quarterly and yearly strategies and tactics to improve KPIs such as Net Promoter Score (NPS) and C-Sat (Customer Satisfaction)Required Experience

Strong and proven track record of successfully managing client service relationships or projects across international geographiesCustomer facing experience including onboarding, key account management, ongoing support, contract renewal, and prioritization across multiple internal and external stakeholders to meet requirementsExperience collaborating with engineering and product teams to assess feasibility and support adoption of complex product features and capabilities, representing the voice of the customerCustomer-centric mindset and experience translating customer requirements into priorities and clear direction for the product teamsExcellent communication, writing, and cross-team collaboration skillsProject management skills including milestone updates and delivery reportingWilling to roll up your sleeves to get the job done while delivering against quarterly and yearly business prioritiesExperience building Customer Success standard operating procedures and taking a continuous improvement mindset to problem solvingPreferred Experience

Experience with remotely-sensed imagery and data productsExperience in customer success or service with focus on international marketsMin 5 years of experience in external customer focused rolesUndergraduate or master's degree in Geography, Satellite Technology, Imaging preferred; or an equivalent combination of technical education and work experienceCompensation Ranges

SF: $110,200 - $165,200CO: $88,200 - $132,200Salaries will be based on the applicant's level of experience, education, and specialized knowledge and skills.In addition to an opportunity to take part in an innovative and fast-growing business with a highly motivated and skilled team, we also take pride in taking care of our employees. Here are just a few ways that we show our appreciation:Medical/Dental/VisionDisability and Life Insurance401k planEquityHealth Care, Dependent Care FSAsCommuter/Parking Flex SpendingFlexible vacation policyIn-office lunch programDog friendly work environment

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