Customer Success Manager, Global Tech Touch

Frontdoor Defense; Arlington (VA); Hybrid; USD 74,000 - 92,000; Full time

Benefits offered by this job

Comprehensive Medical, Dental, Vision

HSA with company contribution

Paid Time Off and holidays

16 weeks parental leave

Home Office reimbursement

Job summary

Planet seeks a Customer Success Manager for Global Tech Touch to own onboarding, adoption, and renewal processes for global small clients. Location: Arlington, VA hybrid role with 3 days in SF or Arlington offices.

The CSM will manage international relationships, use a low-touch model, and leverage GIS data expertise to maximize client value and retention.

Qualifications

• 2+ years of relevant work experience in customer success or similar.
• Bachelor's degree in a relevant field.
• Experience with geospatial technologies (GIS or Remote Sensing) and basic GIS operations.
• Excellent written and spoken English.
• Ability to coordinate with international customers and sales teams.

Responsibilities

• Ensure customers adopt and realize value from Planet's products.
• Provide a low-touch onboarding and training experience.
• Support delivery of services and timely solutions under Planet's low-touch model.
• Communicate with clients throughout the contract lifecycle and escalate issues as needed.
• Collaborate with Finance, Product, Sales and other teams across the company.
• Set expectations and guide clients to resources; manage renewals and expansions.
• Identify opportunities for upsell or expanded usage of products or services.

Skills

2+ years exp

Geospatial knowledge

GIS experience

English communication

Sales negotiation

Education

Bachelor's degree

Tools

Salesforce (SFDC)

QGIS

ESRI ArcGIS

Google Earth Engine

Job description

Customer Success Manager, Global Tech Touch

Own onboarding, adoption, and renewal processes for global small customers.

Location: Arlington, Virginia

Compensation: $73,760 - 92,240 USD / year

About The Role

Customer Success Manager (CSM)

Planet designs, builds, and operates the largest constellation of imaging satellites in history. This constellation delivers an unprecedented dataset of empirical information via a revolutionary cloud-based platform to authoritative figures in commercial, environmental, and humanitarian sectors. We are both a space company and data company all rolled into one.

Customers and users across the globe use Planet's data to develop new technologies, drive revenue, power research, and solve our world's toughest obstacles.

As we control every component of hardware design, manufacturing, data processing, and software engineering, our office is a truly inspiring mix of experts from a variety of domains.

We have a people-centric approach toward culture and community and we strive to iterate in a way that puts our team members first and prepares our company for growth. Join Planet and be a part of our mission to change the way people see the world.

Planet is a global company with employees working remotely world wide and joining us from offices in San Francisco, Washington DC, Germany, Austria, Slovenia, and The Netherlands.

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 in the EMEA and AMER 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, hybrid role which will require you to work from our San Francisco or Arlington, VA 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:

• 2+ 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.)
• 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 knowledge of Salesforce (SFDC) and how to apply its use across the customer lifecycle contract renewal
• Sales negotiation skills

Application Deadline:

11:45p / 23:45 PT on the date stated below. Applications are reviewed on a rolling basis. This posting may be removed earlier than projected if a suitable pool of applications has been received. For this reason, we recommend applying as soon as you are able to.

Benefits While Working at Planet:

These offerings are dependent on employment type and geographical location, based upon applicable law or company policy.

• Comprehensive Medical, Dental, and Vision plans
• Health Savings Account (HSA) with a company contribution
• Generous Paid Time Off in addition to holidays and company-wide days off
• 16 Weeks of Paid Parental Leave
• Wellness Program and Employee Assistance Program (EAP)
• Home Office Reimbursement
• Monthly Phone and Internet Reimbursement
• Tuition Reimbursement and access to LinkedIn Learning
• Equity
• Commuter Benefits (if local to an office)
• Volunteering Paid Time Off

Compensation:

The US base salary range for this full-time position at the commencement of employment is listed below. Additionally, this role might be eligible for discretionary short-term and long-term incentives (bonus and equity). The final salary range is determined by job related experience, skills and location. The range displays our typical hiring range for new hire salaries in US locations only. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. This role is eligible for commission.

US National Salary Range $73,760 —$92,240 USD

San Francisco Fair Chance Ordinance:

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Why We Care So Much About Belonging:

We're dedicated to helping the whole Planet, and to do that we must strive to represent all of it within each of our offices and on all of our teams. That's why Planet is guided by an ultimate north star of Belonging—dreaming big as we approach our ongoing work. If this job intrigues you, but you're thinking you might not have all the qualifications, please... do apply! At Planet, we are looking for well-rounded people from around the world who can contribute to more ways than just what is listed in this job description. We don't just fill positions, we aspire to fulfill people's careers, most excited about folks who are motivated by our underlying humanitarian efforts. We are a few orbits around the sun before we get to where we want to be, so we hope you're excited to come along for the ride.

EEO Statement:

Planet is committed to building a community where everyone belongs and we invite people from all backgrounds to apply. Planet is an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. Know Your Rights.

Accommodations:

Planet is an inclusive community and we know that everyone has their own needs. If you have a disability or special need that requires accommodation during the hiring process, please reach out to [e-mail] or contact your recruiter with your request. Your message will be confidential and we will be happy to assist you.

AI in Our Interviewing Process:

Planet is committed to providing an exceptional interview experience for all candidates. We currently use Metaview to better focus on candidates and less on trying to capture notes. As such, with the candidate's consent, select interviews may be recorded and include a 'Planet AI Notetaker' for transcription and summarization purposes. Should an interview involve use of AI interview technologies, the candidate will receive notification and have the ability to opt out both in advance and/or real-time. Opting out will not affect