Full-Time

Customer Success Manager

Posted on 8/12/2024

Capella Space

Capella Space

201-500 employees

Provides high-quality SAR imagery products

Data & Analytics
Aerospace

Senior

Remote in UK

Category
Customer Success
Customer Support
Customer Success & Support
Sales & Account Management
Required Skills
Data Analysis
Requirements
  • 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
  • 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
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)

Capella Space offers high-quality Synthetic Aperture Radar (SAR) imagery for earth observation, enabling the capture of detailed images of landscapes and small-scale movements on the Earth's surface. The company serves various sectors, including agriculture, shipping, and government, by providing timely and accurate data that can be easily integrated into their operations. Capella differentiates itself by delivering data more frequently and rapidly through a scalable satellite constellation. The goal is to help clients manage risk and make informed decisions using high-quality data.

Company Stage

Growth Equity (Venture Capital)

Total Funding

$227.6M

Headquarters

San Francisco, California

Founded

2016

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for SAR imagery in disaster management boosts Capella's market potential.
  • Partnerships with AI companies enhance Capella's data analytics capabilities.
  • Increased investment in space technology supports Capella's financial growth.

What critics are saying

  • Increased competition in the SAR market may erode Capella's market share.
  • Potential regulatory changes could impact Capella's global data sharing capabilities.
  • Reliance on government contracts exposes Capella to budgetary and policy shifts.

What makes Capella Space unique

  • Capella Space offers 50cm high-resolution SAR imagery, unmatched in the industry.
  • Their scalable satellite constellation provides frequent and timely Earth observation data.
  • Capella's automated platform simplifies access to SAR data for diverse industries.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Stock Options

Parental Leave

Unlimited Paid Time Off

Mental Health Support

Phone/Internet Stipend

Commuter Benefits

Pet Insurance

INACTIVE