20d 7h ago
Customer Success Manager
Planet·Aerospace and Data Analytics
🏢Hybrid
|San Francisco, United States of America$121.8k - $152.3k USD/yr
salesforcezendesk
Customer Success Manager
Planet | Aerospace and Data Analytics
2 weeks agoHybrid
Full Time
United States of America, San Francisco, Washington
$121.8k - $152.3k USD/yr
Position:
Manager, Customer Success - Commercial Markets
Company:
Planet
Compensation:
San Francisco Salary Range: $121,840 - $152,320 USD
US National Salary Range: $105,040 - $131,280 USD
Location:
United States, San Francisco, CA; Washington, D.C.
Employment type:
Full-time
Work Arrangement:
Hybrid (3 days in office)
Short Summary:
The Manager for Customer Success - Commercial Markets leads a global team of Customer Success Managers (CSMs) to enhance adoption, retention, and expansion across key commercial accounts. This role involves overseeing daily operations, ensuring strategic alignment, and advocating for enterprise customers.
Responsibilities:
- Responsible for regional/segment performance metrics, including Gross Retention, Net Retention (NRR), and Net Promoter Score (NPS).
- Recruit, mentor, and lead a high-performing team of CSMs.
- Serve as the senior escalation point for key commercial accounts.
- Partner closely with Sales Leadership and Account Executives to align account growth strategies.
- Co-lead executive business reviews (EBRs) and establish ROI frameworks.
- Analyze customer usage data to identify expansion opportunities and mitigate churn risk.
- Collaborate with Pre-Sales, Solutions Engineering, and Professional Services for smooth transitions.
- Partner with Product Management to align commercial requirements with the product roadmap.
Requirement:
- 4+ years of customer success or account management experience in enterprise B2B SaaS or technology, with 2+ years in a supervisory role.
- Deep understanding of commercial business models and experience with C-suite stakeholders.
- Proficiency in CRM and Customer Success tools (e.g., Salesforce, Gainsight).
- Exceptional verbal and written communication skills in English.
Benefits:
- Comprehensive Medical, Dental, and Vision plans
- Health Savings Account (HSA) with company contribution
- Generous Paid Time Off and holidays
- 16 Weeks of Paid Parental Leave
- Wellness Program and Employee Assistance Program (EAP)
- Home Office Reimbursement
- Monthly Phone and Internet Reimbursement
- Tuition Reimbursement and access to LinkedIn Learning
- Equity and Commuter Benefits (if local to an office)
- Volunteering Paid Time Off
Manager, Customer Success - Commercial Markets
Company:
Planet
Compensation:
San Francisco Salary Range: $121,840 - $152,320 USD
US National Salary Range: $105,040 - $131,280 USD
Location:
United States, San Francisco, CA; Washington, D.C.
Employment type:
Full-time
Work Arrangement:
Hybrid (3 days in office)
Short Summary:
The Manager for Customer Success - Commercial Markets leads a global team of Customer Success Managers (CSMs) to enhance adoption, retention, and expansion across key commercial accounts. This role involves overseeing daily operations, ensuring strategic alignment, and advocating for enterprise customers.
Responsibilities:
- Responsible for regional/segment performance metrics, including Gross Retention, Net Retention (NRR), and Net Promoter Score (NPS).
- Recruit, mentor, and lead a high-performing team of CSMs.
- Serve as the senior escalation point for key commercial accounts.
- Partner closely with Sales Leadership and Account Executives to align account growth strategies.
- Co-lead executive business reviews (EBRs) and establish ROI frameworks.
- Analyze customer usage data to identify expansion opportunities and mitigate churn risk.
- Collaborate with Pre-Sales, Solutions Engineering, and Professional Services for smooth transitions.
- Partner with Product Management to align commercial requirements with the product roadmap.
Requirement:
- 4+ years of customer success or account management experience in enterprise B2B SaaS or technology, with 2+ years in a supervisory role.
- Deep understanding of commercial business models and experience with C-suite stakeholders.
- Proficiency in CRM and Customer Success tools (e.g., Salesforce, Gainsight).
- Exceptional verbal and written communication skills in English.
Benefits:
- Comprehensive Medical, Dental, and Vision plans
- Health Savings Account (HSA) with company contribution
- Generous Paid Time Off and holidays
- 16 Weeks of Paid Parental Leave
- Wellness Program and Employee Assistance Program (EAP)
- Home Office Reimbursement
- Monthly Phone and Internet Reimbursement
- Tuition Reimbursement and access to LinkedIn Learning
- Equity and Commuter Benefits (if local to an office)
- Volunteering Paid Time Off
Required Skills
salesforcezendesk
Required Languages
🇬🇧 English