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Customer Success Lead
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About the Role
As a Customer Success Manager, you will be responsible for managing and expanding relationships with strategic customers across government, defense, and commercial sectors. Your mission is to act as the main point of contact throughout the customer's contract lifecycle, owning value delivery, retention, and satisfaction. You will help customers maximize the value of geospatial and satellite intelligence solutions, ensuring they can effectively integrate that data into their operational workflows.
The ideal candidate has experience working with government, defense, or enterprise agencies and a strong ability to navigate complex organizational structures, decision-making processes, and stakeholder relationships. The ability to identify and build connections across departments and stakeholders will be key to driving adoption and impact.
Impact You'll Own
- Strategic Relationship Management: Act as the lead point of contact for high-value accounts, fostering long-term partnerships built on trust and mission success.
- Workflow Integration: Partner with customers to deeply understand their mission requirements, guiding them in integrating geospatial data into existing workflows for applications such as security, disaster response, infrastructure monitoring, and planning.
- Navigation of Complex Organizations: Navigate the complexities of customer organizational structures, identifying key stakeholders and building the bridges needed to drive wide-scale platform adoption.
- Retention & Expansion: Own the renewal process and identify growth opportunities, demonstrating consistent value to ensure long-term contract stability and advocate for new use cases within accounts.
- Customer Advocacy: Act as the internal voice of the customer, collaborating with Product, Sales, and Engineering to influence roadmap decisions based on customer needs.
- Value Creation and Success Planning: Translate mission requirements into value creation, develop Success Plans with clear KPIs, and drive expansion by identifying new use cases.
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What You Bring
- Experience working directly with government, defense, or enterprise agencies, with an understanding of their procurement and decision-making landscape
- Bachelor's degree in a relevant field
- A solid grasp of GIS, remote sensing, or satellite imagery applications, you don't need to be a developer, but you should be able to speak the language of geospatial analysts
- Ability to build connections across departments and maintain relationships with both senior stakeholders and technical end-users
- Exceptional negotiation and presentation skills, with the ability to translate complex technical capabilities into strategic outcomes
- Strong ability to work independently while maintaining high engagement with a distributed team
- Excellent verbal and written communication skills
- Willingness to travel
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What Makes You Stand Out
- Prior military, intelligence, or government service background
- Account Management or Customer Success experience serving government or defense customers
- Understanding of relevant government agencies, procurement processes, and initiatives related to defense, intelligence, or emergency management
- Experience with platforms like ArcGIS, QGIS, or Google Earth Engine
📩 Interested? Apply directly or reach out to learn more.
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