Manager, Customer Success - Commercial Markets

Planet•Washington, DC

14d•$105,040 - $152,320•Hybrid

About The Position

The Manager for Customer Success - Commercial Markets leads a global team of high-touch Customer Success Managers (CSMs) dedicated to accelerating adoption, retention, and expansion across Planet’s key commercial accounts (including agriculture, energy, insurance, finance and enterprise technologies). Reporting to the Global Director of Customer Success, this position oversees daily operations for the commercial portfolio and ensures the team has the strategy and resources needed to deliver measurable business value and ROI. This role serves as a leader and advocate for strategic enterprise customers, acting as a key escalation point for critical account health and commercial growth. You will work in lockstep with Regional Sales Directors, Account Executives, Pre-Sales, and Product leadership to execute a unified commercial strategy. By empowering global commercial enterprises to seamlessly integrate satellite imagery and geospatial analytics into their core business workflows, this role directly drives Planet’s commercial growth and mission.

Requirements

4+ years of customer success, account management, or strategic customer-facing experience in enterprise B2B SaaS or technology, with 2+ years in a supervisory or team leadership role.
Deep understanding of commercial business models (how enterprise customers generate revenue, measure ROI, and evaluate technology trade-offs).
Track record of building and maintaining relationships with C-suite and VP-level stakeholders within complex enterprise organizations.
Ability to align internal teams (Sales, Product, Professional Services, Legal) around customer outcomes.
Proficiency in using Customer Relationship Management (CRM) and Customer Success (CS) tools (e.g., Salesforce, Gainsight, Zendesk) to manage workflows and report on team metrics.
Exceptional verbal and written communication skills in English, with the ability to translate complex technical concepts into clear business value for executive audiences.

Nice To Haves

Experience in a field related to Earth Observation, Geographic Information Systems (GIS), or public policy.
Familiarity with geospatial solutions, remote sensing, or GIS imagery and how commercial enterprise accounts integrate location intelligence into business processes.
Ability to translate customer data into actionable insights.
Experience leading organizational change management efforts within large, complex entities.
Experience leveraging AI technologies to increase team efficiencies and guide customers to derive automated insights from geospatial data.
Deep domain experience in key commercial verticals such as Agriculture, Energy, Insurance, Finance, or Supply Chain.

Responsibilities

Commercial Accountability: You are responsible for regional/segment performance metrics, including Gross Retention, Net Retention (NRR), Net Promoter Score (NPS), account expansion, and team hiring/retention targets.
Team Leadership & Coaching: Recruit, mentor, and lead a high-performing team of CSMs (US and Europe based), establishing best practices for high-touch customer engagement and value delivery.
Executive Escalation & Account Health: Serve as the senior escalation point for key commercial accounts, navigating complex stakeholder dynamics and turning around at-risk enterprise relationships.
Sales Co-Pilot & Growth Partner: Partner closely with Sales Leadership and Account Executives to align account growth strategies, ensuring a unified front during renewals and expansion opportunities.
Value Realization & QBRs: Co-lead executive business reviews (EBRs) and establishes clear ROI frameworks to help enterprise clients measure and articulate the business impact of Planet solutions.
Data-Driven Success: Analyze customer usage data, product telemetry, and health scores to identify expansion opportunities, mitigate churn risk, and optimize account strategies.
Cross-Functional Collaboration: Collaborate with Pre-Sales, Solutions Engineering, and Professional Services to ensure smooth transitions from post-sale implementation to long-term workflow integration.
Voice of the Customer: Partner with Product Management to align commercial requirements, feature requests, and industry use cases with Planet’s product roadmap.