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 a customer-focused, problem-solving, business-minded, individual looking to make a huge impact at a fast-growing geospatial start-up, this role is for you! 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 manager, willing to work across multiple aspects of the client experience (pre-sales, onboarding, account management) and cross-functionally with multiple Umbra business units (Growth, Marketing, Space Systems, Software, Legal, Finance).

As a Senior Customer Success Manager, you will play a critical role in managing a small number of high-revenue accounts and ensuring the success and satisfaction of our valued customers. You will be responsible for building and maintaining strong relationships with key stakeholders, providing strategic guidance, and driving tangible results that align with our company's values and objectives. This role requires a unique blend of strategic thinking, tactical execution, and the ability to thrive in high-stress situations while influencing important stakeholders.

Key Responsibilities

Strategy to tactical to negotiations to creativity and repeat but in a different order. No two days will look the same but the below represents a lot of the things that you will do within any given time:

• Own and manage a portfolio of high-revenue strategic accounts. This includes pre-sales efforts, customer onboarding, and account management throughout their lifecycle.

• Plan and lead business reviews, providing insights and recommendations to drive continuous improvement and optimize customer satisfaction and value.

• Develop and execute comprehensive customer success plans tailored to each client's unique goals and objectives, with a focus on driving value, maximizing retention, and expanding opportunities.

• Proactively identify opportunities for account growth and expansion, collaborating closely with sales, product, and other cross-functional teams to drive revenue growth and achieve customer success metrics.

• Identify, forecast, and build a pipeline for expansions and incremental customer solutions.

• Lead negotiations of contract renewals and incremental services and/or solutions.

• Navigate complex organizational structures and effectively manage relationships with senior-level decision-makers and influencers.

• Act as a customer advocate within the organization, representing the voice of the customer and championing their needs and priorities and providing productive feedback to Product for innovation.

• Handle high-stress situations with professionalism and poise, leveraging strong influencing skills to navigate challenging scenarios and drive positive outcomes.

• Represent Umbra at customer and industry events, as needed or assigned.

Basic Qualifications

• Think strategically, develop actionable plans, and execute effectively to achieve desired outcomes.

• Are exceptional at communication (written and verbal), negotiation, and relationship-building skills, with the ability to engage and influence stakeholders at all levels of the organization.

• Have strong problem-solving skills and the ability to thrive in high-stress situations, remaining calm under pressure and driving towards solutions.

• Don’t require hand holding; you can read the room and know what’s required of you and others to reach the desired business outcomes.

• Have the grit and self-drive to get things done but only operate with the utmost honesty, humility, and empathy.

• Have experience meeting/exceeding quantitative financial KPIs (quota, renewal rate, net retention rate, etc.)

• Willingness to occasionally work on nights or weekends for projects of a time sensitive and important nature.

Desired Qualifications

• 8+ years of experience in customer success, customer experience or program management roles.

• 6+ years of experience in B2B SaaS or tech-enabled services; space technology experience is a plus.

• High IQ, high EQ, and high aptitude for learning new topics and subject matter disciplines such as international geo-politics, SAR physics, US federal budgeting, etc.

• Experience using Excel and PowerPoint (or similar tools) to analyze, synthesize, and present both qualitative and quantitative data.

• Ability and willingness to to travel domestically and internationally (about 30 - 45%).

Benefits

• Flexible Time Off, Sick, Family & Medical Leave

• Medical, Dental, Vision, Life, LTD, STD (employer funded)

• Vol Life, Critical Illness, Accidental, Hospital Indemnity, Pet Insurance (employee funded)

• 401k with 3% non-elective company contribution

• Stock Options

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.

Department

Global Solutions

Employment Type

Full-Time

Minimum Experience

Experienced

Compensation

IC4 $120,000 - $140,000 DOE/Location