Customer Success Manager

Summary

Join Spexi Geospatial, a company revolutionizing geospatial imagery access, as a Customer Success Manager. You will manage a customer portfolio, driving adoption and maximizing value from Spexi's platform. Responsibilities include building relationships, monitoring customer health, providing guidance, collaborating with sales, delivering training, and advocating for customer needs. The role requires 3+ years of Customer Success experience in SaaS, ideally in geospatial or technology, proficiency with Salesforce, and strong communication and problem-solving skills. The position offers remote work with occasional in-office requirements in Vancouver, BC. Spexi provides a friendly environment, flexible hours, generous vacation, health benefits, professional development opportunities, and an inclusive workplace culture.

Requirements

• 3+ years of Customer Success experience in SaaS, ideally in the geospatial or technology industry
• Proficiency with Salesforce and familiarity with other relevant tools, including geospatial platforms and data analysis tools
• Strong problem-solving skills with a proactive, self-starter attitude
• Excellent written and verbal communication skills, effective both internally and externally
• A customer-centric mindset with a willingness to challenge the status quo and find innovative solutions
• Deep understanding of customer personas and the goals and challenges of individuals and businesses seeking geospatial insights
• Experience analyzing customer data and metrics to drive actionable insights and inform decisions
• Awareness of trends, news, and competitor activities in the geospatial industry and drone technology
• Experience working cross-functionally with teams such as product, sales, and engineering to advocate for customer needs
• Comfortable working independently and collaboratively in a fast-paced, ever-evolving environment
• A growth mindset with adaptability to learn, embrace new challenges, and stay current with industry advancements
• Alignment with Spexi's core values: Innovation, Integrity, Collaboration, Customer Focus, and Excellence

Responsibilities

• Manage a portfolio of customers, guiding them through the entire journey from onboarding to adoption, expansion, advocacy, and renewal
• Build and maintain strong, long-term relationships with customers, ensuring they achieve their business goals using Spexi's platform
• Monitor customer health proactively, addressing escalations and mitigating churn risks before they arise
• Provide tailored guidance and resources to drive product adoption and ensure customers fully leverage Spexi's features and benefits
• Collaborate with the sales team to identify and pursue upsell and expansion opportunities, maximizing customer value and business growth
• Deliver training sessions, resources, and workshops to educate customers and empower them to achieve success with Spexi's platform
• Act as the voice of the customer, communicating their needs and feedback across internal teams while aligning these with Spexi's business objectives and managing expectations effectively
• Gather and analyze customer feedback to identify trends, inform product development, and improve customer experience
• Track and report on customer success metrics such as adoption rates, satisfaction scores, and retention to identify opportunities for improvement
• Develop and nurture customer advocacy programs, encouraging testimonials, case studies, and participation in community initiatives
• Leverage geospatial and drone technology expertise to provide strategic insights and recommendations tailored to customer needs

Benefits

• Friendly casual environment that fosters collaboration and creativity
• Flexible hours to help maintain a healthy work-life balance
• A generous vacation policy that allows you to recharge and rejuvenate
• Medical, dental, vision health benefits
• Continuous professional development opportunities to advance your career
• Inclusive workplace culture that values diversity and individual contributions