Customer Success Manager

Overview

Capella Space stands at the forefront of synthetic aperture radar (SAR) satellite technology and signal intelligence. We provide customers in governments, academia, and commercial sectors with reliable information that enables unparalleled understanding of the world. Our mission is centered on delivering timely and reliable Earth imagery, supporting diverse applications in defense & intelligence, disaster response, energy, environmental monitoring and more. Utilizing cutting-edge technology, Capella Space designs, manufactures and operates an advanced constellation of SAR imaging satellites. Our market-leading SAR satellites are complemented by an unmatched data infrastructure and automated ordering and delivery platform for fast, reliable insights where and when customers need it most. 

Recognized for our technological prowess, Capella Space was honored as one of the 10 most innovative companies in Space in 2023 by FASTCOMPANY. Capella Space is an internationally trusted Earth Observation data provider, working closely with the U.S. Space Systems Command, U.S. Space Force, NASA, U.S. Air Force, U.S. Navy, U.S. National Reconnaissance Office, the Canadian Government and more to make unclassified, high-resolution SAR data more accessible. 

What Makes Capella Unique? 

Capella Space is a highly collaborative team environment, providing an opportunity to work with some of the brightest minds in the space industry, though 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 encourage you to bring your unique perspective to help make us stronger, including applications from those who are traditionally underrepresented in tech.

About the Role

Reporting the Sr. Director of Customer Engagement, 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, on-boarding 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 experience
• Be an expert on Capella’s product and services to deliver on Capella’s customer promise
• Onboard 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 experience
• Collaborate 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 purchased
• Proactively strengthen account relationships across your portfolio of customers to mitigate delivery risk and foster high customer satisfaction
• Communicate consistently with customers throughout the post-sales contract lifecycle, escalating important issues where needed based on actionable insights
• Collaborate 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 adoption
• Participate in the evolution of our Support Desk and help resolve support tickets efficiently
• Create 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 geographies
• Customer facing experience including onboarding, key account management, ongoing support, contract renewal, and prioritization across multiple internal and external stakeholders to meet requirements
• Experience collaborating with engineering and product teams to assess feasibility and support adoption of complex product features and capabilities, representing the voice of the customer
• Customer-centric mindset and experience translating customer requirements into priorities and clear direction for the product teams
• Excellent communication, writing, and cross-team collaboration skills
• Project management skills including milestone updates and delivery reporting
• Willing to roll up your sleeves to get the job done while delivering against quarterly and yearly business priorities
• Experience building Customer Success standard operating procedures and taking a continuous improvement mindset to problem solving

Preferred Experience

• Experience with remotely-sensed imagery and data products
• Experience in customer success or service with focus on international markets
• Min 5 years of experience in external customer focused roles
• Undergraduate or master’s degree in Geography, Satellite Technology, Imaging preferred

Equal Opportunity Statement 

Capella Space is an equal opportunity employer, committed to creating a diverse and inclusive workplace, and upholding equitable hiring practices. 

Tagged as: 5+ Years