Associate Customer Success Account Manager

Customer Success Account Manager

We are looking for a Customer Success Account Manager to join our team who is passionate about space and supporting the many teams in the industry. You will be responsible for ensuring our customers are successful in their deployment and use of Epsilon3 in their teams.

Our clients include launch providers, satellite operators, integration & test teams, eVTOL & aircraft companies, robotics, automotive, energy, and other complex engineering/operations companies.

Customer Success Account Managers collaborate closely with leadership to develop and refine Epsilon3's sales and support processes. The role requires strong attention to detail, along with a keen interest in product improvements and trends within the space industry.

Responsibilities Of Your Role

• Serve as a product SME and an advocate of our clients by understanding their needs/concerns and ensuring that our solutions are helping to solve their problems
• Support smaller accounts with a focus on onboarding and retention
• Execute onboarding checklists, ensuring successful adoption
• Plan and carry out bi-weekly, monthly or quarterly new feature demonstrations & feedback sessions with customers
• Work closely with Senior CSMs on expansions, renewals, and at-risk accounts
• Work closely with Senior CSMs, Support & Product on issue escalation and customer feedback
• Analyze and track engagement and usage metrics - maintain an account health dashboard for cross-team visibility
• Identify growth opportunities to meet quarterly CS team expansion goals
• Increase renewal rates and mitigate churn in adherence to quarterly retention goals
• Plan and execute 1+ visit(s) to impactful accounts per quarter
• Plan and host product education webinars
• Monitor, triage, and respond to requests for technical support - participate in after-hours on-call support rotation
• Manage accurate and complete information in CRM
• Understand customer business issues and needs as well as additional tools and competitive market
• Support software QA and UAT

Basic Qualifications

• Excitement around our industry (Spacecraft, Launch Vehicles, Transportation, etc.)
• Passion for efficiency tools
• Good communicator with outstanding oral and written communication skills
• Ability to work cross-culturally/cross-functionally
• Fluent in English (additional languages are a plus)
• Bachelor's degree
• Technical aptitude
• Self-starter and able to navigate ambiguity and assess rapidly evolving priorities
• Strong team player with great communication skills and collaborative work ethic
• Love of learning (technical and otherwise)
• US Citizenship and/or Permanent Residency (future security clearance may be required)

Preferred Qualifications

• 1+ year(s) of Customer Success experience supporting and selling B2B SaaS services
• Operations experience in one or more related industries
• Experience in fast-growing tech startups
• Account management experience
• Master's Degree
• Experience with account and customer tracking tools experience
• Experience in the space/aerospace/defense industries
• Excellent business acumen, communication skills, and presence
• You bring the level of enthusiastic spirit, reliability and creativity, commitment, time, patience, and humor it takes to work with a fast-growing organization
• Commercial level experience and negotiation skills

$80,000 - $120,000 a year