Responsibilities
- Lead a worldwide team of high-touch Customer Success Managers focused on driving product adoption, customer retention, and account growth within major commercial clients.
- Manage day-to-day operations for the commercial customer portfolio, ensuring teams have the strategic direction and resources to deliver clear business outcomes and measurable ROI.
- Act as a senior leader and advocate for strategic enterprise clients, serving as the primary escalation contact for critical account health and revenue expansion.
- Collaborate closely with regional sales leads, account executives, pre-sales teams, and product leaders to execute a cohesive commercial strategy.
- Enable large commercial enterprises to effectively embed satellite imagery and geospatial data into their core operational workflows.
- Own regional and segment-level performance KPIs such as Gross Retention, Net Retention Rate (NRR), Net Promoter Score (NPS), account growth, and team hiring and retention goals.
- Hire, develop, and manage a high-performing global team of Customer Success Managers based in the U.S. and Europe, setting standards for premium customer engagement.
- Serve as the top escalation point for major commercial accounts, resolving complex stakeholder issues and recovering at-risk relationships.
- Work hand-in-hand with sales leadership and account executives to align on growth plans, especially during renewal and upsell cycles.
- Co-lead executive business reviews and define ROI measurement frameworks to help clients demonstrate the tangible value of implemented solutions.
- Use customer usage patterns, product analytics, and health indicators to uncover expansion potential, reduce churn risk, and refine account strategies.
- Coordinate with pre-sales, solutions engineering, and professional services teams to ensure seamless handoffs from implementation to long-term adoption.
- Partner with product management to connect customer needs, feature requests, and industry-specific use cases to the product development roadmap.
Work Arrangement
Hybrid — San Francisco, Washington D.C.
Team
Leads a global team of high-touch Customer Success Managers (CSMs) dedicated to accelerating adoption, retention, and expansion across key commercial accounts.
Other
This is a full-time, hybrid position requiring three days per week in-office at either the San Francisco or Washington D.C. location.
