Senior Customer Success Account Manager

Responsibilities Of Your Role

• Serve as a product SME and an advocate of our clients by understanding their needs/concerns and ensuring that our solutions are helping to solve their problems

• Own full post-sale customer lifecycle for 40+ enterprise & strategic accounts - implementation, onboarding, expansion, & renewal

• Plan and carry out bi-weekly, monthly or quarterly new feature demonstrations & feedback sessions with customers

• Rapidly prototype demos, proof-of-concepts, and custom workflows for customer meetings

• Act as a liaison between customers and Product & Engineering and work closely with Sales & Product for roadmap planning

• Analyze and track engagement and usage metrics - maintain an account health dashboard for cross-team visibility

• Identify growth opportunities to meet quarterly CS team expansion goals

• Increase renewal rates and mitigate churn in adherence to quarterly retention goals

• Plan and execute 2+ visits to high impact accounts per quarter

• Plan and host technical product education webinars

• Monitor, triage, and respond to requests for technical support - participate in after-hours on-call support rotation

• Manage accurate and complete information in CRM

• Understand customer business issues and needs as well as additional tools and competitive market

• Join and actively participate in customer discovery calls and technical demonstrations

• Support software QA and UAT

Basic Qualifications

• Excitement around our industry (Spacecraft, Launch Vehicles, Transportation, etc.)

• Passion for efficiency tools

• Good communicator with outstanding oral and written communication skills

• Ability to work cross-culturally/cross-functionally

• Fluent in English (additional languages are a plus)

• Bachelor’s degree

• Technical aptitude

• Self-starter and able to navigate ambiguity and assess rapidly evolving priorities

• Strong team player with great communication skills and collaborative work ethic

• Love of learning (technical and otherwise)

• US Citizenship and/or Permanent Residency (future security clearance may be required)

Preferred Qualifications

• 5+ years of Customer Success experience supporting and selling B2B SaaS services

• Operations experience in one or more related industries

• Experience in fast-growing tech startups

• Account management experience

• Master’s Degree

• Experience with account and customer tracking tools

• Experience in the space/aerospace/defense industries

• Excellent business acumen, communication skills, and presence

• You bring the level of enthusiastic spirit, reliability and creativity, commitment, time, patience, and humor it takes to work with a fast-growing organization

• Commercial level experience and negotiation skills2