Customer Success Manager

LEDGEN SINGAPORE PTE. LTD.; Singapore; Remote; SGD 90,000 - 130,000; Full time

Job summary

Planet is seeking a Customer Success Manager for the Global Tech Touch team to support small-customer business and partner relationships, especially in Japan or APAC. This is a full-time remote position within the Asia-Pacific region, with optional 3 days/week in a local office if available.

You will drive adoption, provide a low-touch onboarding, and coordinate across Finance, Product and Sales to ensure timely delivery and value realization for geospatial offerings.

Qualifications

• 4+ years of relevant work experience.
• Bachelor’s Degree in relevant field.
• Knowledge of GIS/Remote Sensing and geospatial tools (QGIS/ESRI).
• Experience with GIS applications (QGIS, ESRI, GEE).
• Experience with customers in the Asia-Pacific region.
• Excellent verbal and written communication in English.
• Ability to coordinate with international customers and sales teams.
• Creative problem solving and proactive work style.
• Ability to multitask and prioritize.
• Adapt to change.

Responsibilities

• Ensure customers adopt and see value of products.
• Provide a low-touch onboarding and training experience.
• Deliver support for successful delivery and timely solutions.
• Communicate with clients throughout the contract life-cycle and escalate issues when needed.
• Collaborate with Finance, Product, Sales and other teams.
• Set expectations and direct clients to relevant resources.
• Initiate negotiations and execute contract renewals/expansions.
• Identify opportunities for upselling or expanded use.

Skills

Geospatial technologies

GIS

Remote Sensing

English communication

Education

Bachelor’s Degree

Tools

QGIS

ESRI

GEE

Salesforce

Job description

About the Role:

The Customer Success team at Planet is seeking a Customer Success Manager (CSM) on the Global Tech Touch team to handle global small-customer business and partner relationships especially in Japan or the Asia-Pacific region. The mission will be to retain and expand customers efficiently through Planet’s low-touch model.

The ideal candidate is a self-starter, creative thinker, and a great communicator. Maintaining a human-centered approach will help drive value realization and return on the client’s investment. The CSM will grow and utilize their expertise and good working knowledge of remote sensing, GIS and geospatial imagery products to be our customer’s go-to Planet ambassador.

This is a full-time, remote position based in the Asia-Pacific region. If located near an office, you are expected to work from that office 3 days per week.

Impact You’ll Own:

• Ensure that customers are in a position to adopt and see the value of our products
• Provide a low-touch onboarding and training experience
• Deliver necessary support to ensure successful delivery of our services and produce timely solutions according to Planet’s low-touch model
• Communicate consistently with clients throughout the contract life-cycle, escalating important issues where needed
• Work closely with Finance, Product, Sales and other teams across the company
• Set the right expectations for clients and partners and redirect them to the appropriate resources
• Initiate negotiations and execute timely contract renewals and expansions
• Identify opportunities for upselling or expanding the use of the product or services

What You Bring:

• 4+ years of relevant work experience
• Bachelor’s Degree in relevant field
• Good working knowledge of geospatial technologies, GIS or Remote Sensing including how to manipulate geometries, convert file types, and perform other basic operations within a GIS environment (QGIS, ESRI, etc)
• Experience working with GIS applications (QGIS, ESRI, GEE etc.)
• Experience working with customers in the Asia-Pacific region
• Excellent verbal and written communication skills in English, the language of the company
• Ability to successfully communicate and coordinate with international customers & sales team
• Creative problem solving skills and proactive work style
• Ability to multitask and prioritize job requirements
• Aptitude to adapt to change

What Makes You Stand Out:

• Working proficiency in Japanese to effectively manage communication with local partners and customers in Japan
• Working knowledge of Salesforce (SFDC) and how to apply its use across the customer lifecycle contract renewal
• Sales negotiation skills