Senior Customer Success Account Manager
Epsilon3, Los Angeles, CA, United States
Overview
We are looking for a Customer Success Account Manager to join our team who is passionate about space and supporting the many teams in the industry. You will be responsible for ensuring our customers are successful in their deployment and use of Epsilon3 in their teams.
Our Clients
Launch providers
Satellite operators
Integration & Test teams
eVTOL & Aircraft companies
Robotics, automotive, energy, and other complex engineering/operations companies
Customer Success Account Managers collaborate closely with leadership to develop and refine Epsilon339;s sales and support processes. The role requires strong attention to detail, along with a keen interest in product improvements and trends within the space industry.
Responsibilities
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 skills
$120,000 - $165,000 a year
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Our Clients
Launch providers
Satellite operators
Integration & Test teams
eVTOL & Aircraft companies
Robotics, automotive, energy, and other complex engineering/operations companies
Customer Success Account Managers collaborate closely with leadership to develop and refine Epsilon339;s sales and support processes. The role requires strong attention to detail, along with a keen interest in product improvements and trends within the space industry.
Responsibilities
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 skills
$120,000 - $165,000 a year
#J-18808-Ljbffr