Customer Success Manager, U.S Defense and Intelligence

Planet•Arlington, VA

70d•$83,040 - $103,760•Hybrid

About The Position

The Customer Success Team at Planet is looking for a Customer Success Manager specializing in the Defense and Intelligence sectors. This role will focus primarily on supporting customers within the U.S. & Canada Defense and Intelligence communities, helping them derive maximum value from Planet’s imagery, platform, and services. We are looking for a geospatial expert to foster and manage relationships with customers utilizing our platform and imagery in these critical domains. Your mission will be to serve as a trusted advisor, ensuring our clients derive maximum value while staying informed about product updates and industry developments. We are seeking candidates who understand the strategic importance of remote sensing data in Defense and Intelligence contexts, capable of guiding customers through platform nuances and identifying tailored solutions for them. This is a full-time, hybrid role which will require you to work from our D.C. office in Arlington, VA 3 days per week.

Requirements

4+ years of experience in Customer Success, account management, or related fields
Experience collaborating with the U.S. Department of Defense and/or Intelligence Community
Excellent orientation towards delivering solutions and value to clients
Proficient in remote sensing, GIS, or geospatial imagery products, particularly in their applications within the DoD and IC sectors
Excellent problem-solving abilities and a proactive approach to work
Ability to multitask, work independently, prioritize, and manage time effectively
Technical experience in remote sensing platforms and solutions
Excellent communication skills with an ability to accurately capture customer requirements (Voice of the Customer) and effectively relay needs and impacts to both leadership and product teams
Experience with geospatial software such as QGIS, SocketGXP, Esri products, GDAL, or equivalent
Flexibility and willingness to travel as required

Nice To Haves

Active or ability to obtain and maintain a TS/SCI Clearance
Experience with Canadian DND or IC
Experience supporting GEOINT missions in the U.S. or Canada
Technical affinity around APIs
Python scripting experience

Responsibilities

Build and maintain long-lasting relationships with Defense and Intelligence customers, with a focus on both U.S. and Canadian accounts
Ensure successful onboarding, training of new customers, and effective use of products
Provide hands-on training and support to help customers effectively use Planet’s platforms, data, and solutions
Assist customers to expand their usage and adoption of our products
Bring geospatial and mission knowledge to every interaction, acting as a trusted technical advisor
Serve as the internal advocate for your customers and the external face of Planet, ensuring alignment on goals and outcomes
Provide excellent customer experience, ensure successful delivery of our services, and produce timely solutions according to customer needs and goals
Maintain consistent communication with customers throughout the contract lifecycle and escalate issues as needed
Collaborate with internal teams (Sales, Product, Support, Professional Services) to deliver a seamless customer experience
Identify and drive expansion opportunities while managing renewals through strategic collaboration with Account Executives