Customer Success Manager

Description

Reusable launch systems are the key to seamlessly connecting Earth and space. We're seeking a Customer Success Manager to join our team, focusing on driving customer satisfaction, adoption, and retention. As a CSM, you will work closely with our customers to understand their business needs, provide product expertise, and demonstrate the value of our solution.

Responsibilities

• Account Management: Proactively manage client relationships to ensure renewals, reference-ability, and facilitate expansion opportunities alongside sales.
• Drive Product Adoption & Demonstrate Business Value: Drive the adoption of our solution within the Customer's user base and assist the Customer to realize the business value.
• Product & Domain Expertise: Demonstrate strong domain & functional understanding of the solution and be a trusted advisor to the Customer. This expertise in the design-to-manufacturing cycle and corresponding use cases.
• Customer Satisfaction & Risk Management: Maintain a high level of customer satisfaction and be the primary interface to manage risks and escalations effectively.
• Customer Advocacy: Gather Customer's feedback about products, their use-cases, and channel effectively to drive product capabilities.
• Customer Onboarding: Assist the Customer with deployment planning, best practices deployment approach, and proactive management of risks to facilitate a rapid value realization for the solution.
• Collaboration: Collaborate effectively with internal teams, including development and product teams in different time zones, to address customer issues.
• Product Knowledge: Roll up your sleeves to learn everything about the product and how it's deployed to ensure in-depth quality conversations with the customer.

Qualifications

• 3-5 years of professional experience in B2B SaaS, with a focus on design-to-manufacturing solution.
• Experience in customer-facing roles, such as customer success, account management, or sales engineering
• Strong understanding of MES, ERP, and PLM systems, with experience implementing or supporting these systems
• Experience working with manufacturing or engineering organizations, preferably in industries such as aerospace, defense, or energy
• Excellent communication and interpersonal skills, with the ability to work with a range of audiences
• Strong analytical and problem-solving skills, with the ability to understand customer challenges and develop effective solutions
• Ability to travel extensively (50%+)

Benefits

• Medical, dental, vision and basic life insurance
• 401(k) match
• Paid time off
• Flexible scheduling
• Equity

Compensation

Target Levels:

• Level 1 Range: $95,100 - $116,300
• Level 2 Range: $105,700 - $143,000 

Our job posts are intentionally written to attract a wide variety of experience levels, and we make decisions about the right fit on a per-candidate basis. 

Your actual level and base salary will be decided based on your specific experience and skill level.

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR), you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.