Customer Success Manager

Ksat•Denver, CO

7d•Hybrid

About The Position

KSAT USA is seeking a Customer Success Manager to manage customer relations within their portfolio. This includes overseeing customer onboarding, conducting regular check-ins, and collecting feedback to ensure satisfaction. The role is responsible for managing customer renewals, monitoring account performance to support retention, satisfaction, and long-term relationship development. This includes maintaining accurate and comprehensive records of interactions, feedback, account activity, and progress toward established objectives. The role will oversee a diverse portfolio of accounts with varying organizational sizes, operational needs, and levels of engagement. As the internal voice of the customer, you will proactively communicate needs, feedback, trends, and insights to relevant internal stakeholders. This collaboration will help inform business decisions, identify opportunities for improvement, address concerns, and enhance overall service delivery. The Customer Success Manager will work as part of a matrixed organization, functionally reporting to service leadership in Norway with day-to-day support and oversight from leadership in Denver. The role will be local to the Greater Denver region. Relocation assistance to the Greater Denver region is available for the right candidate.

Requirements

Must be a U.S. Citizen
Must be eligible to obtain and maintain a U.S. DoD security clearance
2+ years of experience managing projects or supporting programs, preferably in a customer-facing environment.
Demonstrated success delivering projects and customer commitments on time, within budget, and to established quality standards.
Demonstrated experience managing multiple priorities or projects while building effective relationships with customers, stakeholders, and cross-functional teams.
Experience identifying customer needs, managing issues and escalations, and proactively addressing risks to support successful outcomes.
Demonstrated competency with MS Project or similar tools and experience using CRM or account management systems.
Demonstrated ability to communicate effectively across organizational levels, including preparing and delivering formal status reports and presentations to internal and external stakeholders.
Easily take a leading position and create progress in projects
Skill for building good relations in teams and with customers
Capable of managing several projects and activities in parallel
Flexible approach
Strong technical and business acumen
Comfortable working with different cultures all over the world
Completed Bachelor’s degree in a business or technical field (engineering, business, physics, etc)

Responsibilities

Serve as the primary point of contact for assigned customers, develop strong relationships with key stakeholders, and understand evolving business needs from point of sale throughout the customer lifecycle.
Lead the onboarding of new customers, coordinating with internal teams to ensure a smooth implementation and adoption of KSAT services while maintaining customer success plans aligned with customer objectives and KSAT-defined goals.
Monitor customer adoption, engagement, satisfaction, and overall account health to identify opportunities, risks, and areas requiring proactive attention.
Conduct regular business reviews with customers to communicate performance, demonstrate value, review progress toward objectives, and identify future needs.
Serve as the internal voice of the customer by communicating feedback, needs, trends, and insights to relevant internal stakeholders to improve service delivery and the overall customer experience.
Coordinate with internal teams to address customer inquiries, service issues, and escalations, ensuring timely communication, appropriate follow-up, and resolution.
Maintain visibility and active participation in internal and external meetings as the assigned leader responsible for customer success.
Manage the renewal process for assigned accounts, ensuring renewal activities are proactively planned, tracked, and coordinated with Sales and other internal stakeholders.
Support Sales and Business Development activities by identifying and communicating potential upsell, cross-sell, and expansion opportunities.
Track and report customer health metrics, satisfaction indicators, retention, churn risk, adoption, and other key performance measures.
Provide customer insights and account-level reporting to management to support business planning, resource allocation, and strategic decision-making.
Promote a customer-focused culture across KSAT by advocating for the customer while balancing customer needs with business objectives, contractual requirements, and organizational priorities.