Customer Success Manager, Global Tech Touch

Frontdoor Defense; San Francisco (CA); Hybrid; USD 86,000 - 107,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

HSA contributions

PTO

Parental leave 16 weeks

Wellness program

EAP

Home office allowance

Phone stipend

Tuition reimbursement

Equity

Commuter benefits

Volunteer time off

Job summary

Planet is seeking a Customer Success Manager for the Global Tech Touch team to manage global small-customer relationships in the EMEA and AMER regions. You will drive retention and expansion through a low-touch model and serve as the customer advocate using GIS and geospatial imagery expertise.

The role is full-time and hybrid, with work from San Francisco or Arlington, VA three days a week. Strong communication, GIS experience, and ability to coordinate with cross-functional teams are essential.

Qualifications

• 2+ years of relevant work experience.
• Bachelor's Degree in a relevant field.
• Good working knowledge of geospatial technologies, GIS or Remote Sensing.
• Experience with GIS applications (QGIS, ESRI, GEE).
• Excellent verbal and written English communication.
• Ability to coordinate with international customers & sales team.
• Creative problem solving and proactive work style.
• Ability to multitask and prioritize requirements.

Responsibilities

• Adopt and demonstrate value of Planet products to customers.
• Provide a low-touch onboarding and training experience.
• Deliver support to ensure successful delivery of services.
• Communicate with clients throughout the contract life-cycle.
• Collaborate with Finance, Product, Sales and other teams.
• Set expectations and direct clients to resources.
• Negotiate and execute contract renewals and expansions.
• Identify opportunities for upselling or expanding product usage.

Skills

Communication skills

Geospatial knowledge

GIS applications

Salesforce

Negotiation

Multitasking

Education

Bachelor's Degree

Tools

Salesforce (SFDC)

Job description

Customer Success Manager, Global Tech Touch

Manage global Tech Touch customer success program to retain and expand small customers.

Location: San Francisco, California

Compensation: $85,600 - 106,960 USD / year

About The Role

Customer Success Manager (CSM)

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 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

Benefits While Working at Planet:

• 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.

San Francisco Salary Range $85,600 —$106,960 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.

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.