Customer Success Manager

Product · Santa Barbara, California
Department Product
Employment Type Full-Time
Minimum Experience Experienced
Compensation $60,000 - $152,000 DOE

Umbra builds next-generation space systems that observe the Earth in unprecedented fidelity. 


Our mission: Deliver global omniscience.


To stay ahead of climate change, geopolitical risk, and other major crises and issues, we need a global understanding of what is changing, where, and how fast. Umbra provides easy access to the highest quality commercial satellite data available, which is an indispensable tool for the growing number of organizations monitoring the Earth. We empower our customers to create the solutions that inform, inspire, and address our planet’s most pressing needs. We’re helping to create a brand new industry that has never meaningfully existed before.


If you are customer-focused, problem solver who wants to help us build an elite customer success motion, please apply!  Umbra is in the early days of bringing to market its world class remote sensing technology.  Umbra needs an energetic, flexible, and resourceful customer success professional willing to work across multiple aspects of the client experience (pre-sales, onboarding, account management) and cross-functionally with multiple Umbra business units (Sales, Marketing, Space Systems, Software).

 

Your main focus will be ensuring that Umbra customers receive exceptional value, tell their friends about us, and eagerly increase their business.  As a secondary focus you will help Umbra scale by advising us (based on customer feedback and your own observations) on product feedback, technical requirements, and the customer experience.  This is the perfect job for someone who is interested in customer success, remote sensing, and start-ups.


Key Responsibilities

    • Take ownership of the overall client experience for a named set of accounts ranging from venture-funded startups to large publicly traded companies.
    • Facilitate expansion of existing accounts and project purchasing volume on a quarterly basis by serving as a strategic advisor to your clients.
    • Support sales efforts by answering product questions, setting up customers in internal systems, facilitating “KYC” compliance checks, etc.
    • Onboard new customers into our Canopy web platform by leading kickoff meetings, training new users, and ensuring alignment on client goals.
    • Take accountability of customer questions and support inquiries by addressing or delegating appropriately. Example inquiries include:
      • Product specifications or definitions
      • Data delivery or data quality
      • Billing or invoicing
    • Document common questions for use in customer self-service FAQs, internal product feedback resources, and other valuable artifacts.
    • Consult with clients on how they want to use Umbra products and data to meet their business goals.  Partner with Umbra space systems and software to incorporate these insights into the technical roadmap and tie them to expected business benefits.
    • Regularly report on the health of assigned accounts to mitigate churn risk, identify expansion opportunities, and create marketing opportunities.
    • Partner with Commercial Experience leadership to identify optimizations and gaps within our Customer Success processes.  Lead or assist in taking the actions necessary to realize those optimizations and close those gaps.

    Basic Qualifications

      • Experience in a customer success (or similar) role
      • Interest in how geospatial data helps our customers solve important problems
      • An open, curious mindset and inquisitive nature
      • Strong written and verbal communication skills
      • Comfort working in a dynamic and fast-paced corporate environment
      • Aptitude for distilling complex topics into smaller, simpler chunks
      • Ability to serve on a rotating team of on-call support to handle urgent customer requests on nights and weekends.


      Desired Qualifications

      • Experience working with geospatial data and technology
      • Bachelor's degree or equivalent experience
      • Experience using Excel and Powerpoint (or similar tools) to analyze, synthesize, and present both qualitative and quantitative data


        Benefits

        • Flexible Vacation / Paid Time Off / Family Leave
        • Medical, Dental, Vision, Life, Voluntary Life, LTD
        • 401(k) Plan with 3% non-elective employer contribution
        • Stock Options

         

        In-Office Perks (if applicable)

        • Standing desks
        • Downtown HQ with Free Snacks & Drinks
        • Free Parking
        • Catered lunches

         

        Remote Work Perks (if applicable)

        • Optional support for a coworking desk
        • Optional support for equipment to support productivity at home

         

        This position can be located in Santa Barbara CA, Austin TX, or Fully Remote.



        8:14
        This position can be located in Santa Barbara CA, Austin TX, or Fully Remote.


        Umbra is an Equal Opportunity Employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.


        Employment Eligibility Verification:

        In compliance with federal laws, all hired persons will be required to verify their identity and eligibility to work in the United States by completing the required Employment Eligibility Verification Form (I-9 Form) upon hire.


        ITAR/EAR Requirements:

        This position may include access to technology and/or data that is subject to U.S. export controls pursuant to ITAR and EAR. To comply with federal export controls, all persons hired must be a U.S. citizen, U.S. national, U.S. lawful permanent resident, refugee or asylee as defined by 8 U.S.C. § 1324b(a)(3), or must otherwise be eligible to obtain the required authorizations from the U.S. Department of State and/or U.S.Department of Commerce as applicable.


        Pay Transparency:
        This job posting may span more than one career level. To provide greater transparency to candidates, we share base ranges for all job postings regardless of state. We set standard base pay ranges for all roles based on function and level benchmarked against similar stage growth companies. Final offer amounts are determined by skills, responsibilities and relevant work experience.

        Thank You

        Your application was submitted successfully.

        • Location
          Santa Barbara, California
        • Department
          Product
        • Employment Type
          Full-Time
        • Minimum Experience
          Experienced
        • Compensation
          $60,000 - $152,000 DOE