Customer Success Manager
Planet Labs Inc.Welcome to Planet. We believe in using space to help life on Earth.
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 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 us
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