Customer Success Manager

Vancouver, BC, Canada

Full Time

Experienced

ABOUT EARTHDAILY

EarthDaily is revolutionizing the way we understand and monitor our planet. Through cutting-edge Earth Observation (EO) technology and geospatial analytics, we provide unparalleled insights for industries ranging from agriculture to mining, insurance, and government intelligence. Our mission is to build the world's most advanced change detection system to capture, analyze, and interpret global shifts in near real-time.

OUR CREW

Our global, distributed team represents a variety of business lines and is made up of business development, sales, marketing and support professionals, data scientists, software engineers, project managers and finance, HR, and IT professionals. EarthDaily's Global Sales team is nimble and creative, and in preparation for launching frontier and disruptive products and services, we are building a wide and deep customer base for a variety of use cases. We are currently looking for an experienced Customer Success Managerto join our crew

THE ROLE

The Customer Success Manager will be reporting to EarthDaily's VP of Mining & Energy, the candidate will be responsible for managing customer engagement and ensuring the adoption of products and services, leading to contract renewals. The role combines relationship management, problem-solving, and collaboration with SMEs / technical members of the team. The CSM may also be involved in some pre-sales and sales enablement activity as required.

KEY RESPONSIBILITIES

Customer Success (80%)

• Acts as the main point of contact for customers, building trust and long-term relationships
• Lead customer onboarding, training, and implementation of best practices in collaboration with subject matter experts, to ensure seamless adoption and integration of our products
• Ensure customer-facing product documentation and material is up to date by partnering with the technical team on content
• Monitor customer usage, health, and engagement, proactively addressing challenges, and ensuring customers achieve their mission-critical outcomes
• Drive high levels of customer engagement including developing relationships with senior stakeholders in order to drive product adoption, contract renewals, and revenue expansion through upsell and cross-sell opportunities
• Drive systematic resolution of customer issues through processes, tools, and communication, for moderately complex customer issues

Sales Support and Sales Enablement (20%)

• Organize new capabilities product reviews with customers. Work cross functionally with product team to gather customer feedback and with Sales on cross-sell and upsell opportunities
• Be well versed enough on products to occasionally (as backup) support sales team with sales calls, product demos, product Q&A support, facilitation of feasibility assessments, drafting proposals, and pricing

YOUR PAST MISSIONS

• Bachelor's Degree
• 5+ years of experience in customer success in technology markets, or in the AI, Strategic, Big Tech, and/or consulting markets with a record of delivering results
• Experience with project management systems including Jira
• Working knowledge of the mining industry and/or remote sensing business preferred

YOUR TOOLKIT

• Fluent in spoken and written English
• Excellent presentation and communication skills.
• Must be a proactive communicator internally and externally
• Exceptionally organized, with high attention to detail
• Ability to communicate and coordinate with international customers, sales teams, and those inside and outside of the organization at all levels and across all functional areas
• Comfortable with the pressure of a target-driven environment

YOUR COMPENSATION:

Base Salary Range: $100,000-$120,000 CAD annually

Variable pay up to 12% based on the achievement of corporate and team/individual performance objectives.

The range is based on Vancouver, BC-derived compensation for this role. Individual placement in the range is determined based on many factors, including experience, skills, and qualifications. The top end of the range is typically reserved for individuals that meet or exceed all required qualifications and show demonstrated experience and expertise in all responsibilities of the role.

LOCATION: Vancouver preferred (Hybrid); Remote elsewhere.

OUR SPACE

We'd love to welcome you to our world of software for space. We have a shared passion for building production critical systems that generate near real-time views of Earth from satellites that power real-world applications like disaster mitigation, environmental monitoring and crop yield improvements. It's a fun, fast paced, exciting environment where we hold innovation, team work, honesty and trust as our core values.

To make the most innovative products that serve our customers, we recognize the role that each of us plays in Diversity and Inclusion at EarthDaily. We draw from our diverse crew of exceptional team members and encourage and empower our team members to express themselves regardless of identity, race, colour, ancestry, place of origin, religion, marital status, family status, physical or mental disability, sex, sexual orientation and gender identity or expression

WHY EARTHDAILY ANALYTICS?

• Competitive compensation, full benefits and flexible time off
• Be part of a meaningful mission as part of one of Canada's most innovative space companies that are developing sustainable solutions for our planet
• Work from home opportunities (hybrid)
• Great work environment, team and one of the best office locations in Vancouver (right over the water in the Vancouver Convention Centre)
• Company subsidized lunches, lunch & learns and Friday afternoon social hours