Senior Customer Success Manager
Remote, but in Texas or near/in Denver
Product /
Full Time /
Remote
About Insight M
At Insight M, we combine innovative aerospace systems with advanced data science. Unlike traditional aerospace companies, we sell information, not hardware - we operate our sensors cost-effectively at continental scale to produce novel data streams about pressing global problems.
First on our list: spotting hard-to-monitor emissions of methane, a potent greenhouse gas that accelerates climate change. Since starting continuous survey operations in 2018, Insight M has removed methane emissions equal to over 72.6 million tonnes of CO2e through our work. To put that in perspective, that’s equivalent to over 15.8 million cars being removed from the roads or shutting down about forty-seven 350 MW coal-fired power plants for a year.
We call that a good start.
As a team, we love science and engineering, we love getting our hands dirty with hardware and software, and we love seeing our work make a difference in the real world.
We’ve created a diverse, collaborative, supportive, and fun environment based on integrity and treating people right. So no matter your sex, gender, sexual identity, gender identity, race, age, beliefs, sexual orientation, or disabilities, we welcome you and would like to work with you. :-)
It’s never boring, it’s always challenging, and we’re usually laughing.
A note of encouragement: If you don't meet 100% of the qualifications below, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role's requirements.
If you would like interview accommodations, please contact [interview.accommodations@insightm.com] to request assistance with your application or accommodations in advance of your interview.
Senior Customer Success Manager
NOTE: The application process includes 9 brief questions. These are not filler, actually human reviewed, and part of our evaluation process. We appreciate your time in answering these. It should be brief.
The Customer Success team touches every piece of the customer experience, from new business interactions to renewals, connecting the dots from contracting through product delivery and beyond. As Kairos continues to build new products and offerings for our oil and gas customers, we also have a need for experienced Customer Success professionals to continue our journey of understanding where we currently are with our customers, where we need to be, and helping implement strategies to solidify and expand our partnerships. This is not an outbound sales position; you will be responsible for implementing the strategic development of renewals and upsells for Kairos’ existing customers. A successful candidate will have experience in account management, with a proven record of increasing revenue through current customer growth. You have seen what a world-class customer renewal process looks like and are ready to dig in and get your hands dirty, working with our sales and your CSM colleagues to first understand our current account management process, our customers’ methane reduction and business needs, and how Kairos’ product offerings weave the two together. You are prepared to form relationships from top to bottom with our existing customers and especially to find ways to move us up in the customer organization. You will help reshape the way Kairos consults with our customers, ultimately paving the way to become trusted partners and advisors for our customers. A successful candidate will work side-by-side with our Sales and your CSM colleagues to do the work first: running customer report QA for methane detection accuracy and working with our Data Analysis team to resolve any errors and/or make any adjustments after customer feedback. Providing exceptional quality reports for our customers is one of the many ways in which we maintain our reputation as methane program thought leaders who care deeply about customer success in their methane reduction programs.
Qualifications
- Past experience as a CS or AM scaling enterprise business
- At least 3+ years of customer client-facing experience with an existing book of business with defined revenue goals
- High-growth SaaS experience- in a start-up environment a must
- Strong background in a CS or AM that built accounts and kept a gross retention of 90+% and net retention 120+%
- Excellent communication and relationship skills. This job is first and foremost about supporting customers- this demands a high EQ with the humble but strategic advisor blend
- Strong data reporting skill with Google Suite and MS Excel and PowerPoint
Desired Skills
- Familiarity with the upstream or midstream oil and gas industry is a plus
- 5+ years of client-facing experience
$86,360 - $146,050 a year
In addition to base there is a commissioned bonus and equity in the form of stock options
Life at Insight M
A few important facts about working at Insight M:
- We provide health, dental, and vision insurance, including subsidized coverage for dependents. Our 401K plan provides a 50% employer match on employee contributions up to 8%.
- We think death-march hours are a bad way to run a company. We expect something approximating a 40-hour workweek, but mostly we just care that your work gets done. No, really. (Full disclosure: we occasionally put in some extra hours during crunch periods, but that is the exception, not the norm).
- We do not track vacation time, nor do we have set hours to be in the office. Instead, we encourage taking real vacations, mental health days, leaving early to pick up the kids, working from home, time-shifting commutes, staying home when you're sick, ducking out to the gym - we believe work time should be flexible.
During the pandemic we transitioned to 100% remote work aside from hardware, flight operations, operations engineers, or any role that specifically states it is in the office. For most positions, we plan to continue having remote opportunities in perpetuity.
(We love it when kids make a cameo in a video call.)
Insight M is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Insight M makes hiring decisions based solely on qualifications, merit, and business needs at the time.
