Senior Customer Success Manager
Remote
Customer Experience /
Full-time /
Remote
The Company
Descartes Labs helps organizations whose success depends on the scientific analysis of observable, physical world events. We are the leading provider of geospatial analytics that create actionable intelligence by strengthening our customers’ proprietary data with models of the earth. Our solutions create new sources of environmental sustainability and operational advantage and foresight for agriculture, consumer packaged goods (CPG), mining, and government users by combining machine intelligence and domain expertise into a complete operational solution.
Descartes Labs is proud to be a remote-first, deliberately distributed organization that recognizes that people have different needs and motivations for building a life and career that matters and works for them. For this reason, we are open to our employees working from any location, in a way that enhances their well-being, productivity, and role. We focus on helping our employees produce positive outcomes and we recognize that the path to getting there will look different for different people.
The Role
The Senior Customer Success Manager at Descartes Labs plays a pivotal role in driving customer engagement and ensuring the adoption of products and services, leading to contract renewals. They establish and nurture relationships with senior business sponsors to align with organizational goals, maximize customer adoption, and address any roadblocks hindering program success. This role involves devising action plans to mitigate churn risk, gather customer feedback for satisfaction improvement, and enhance reference-ability across the global customer base. Additionally, the Senior Customer Success Manager introduces new product innovations, articulates their value, and serves as a subject matter expert in contract lifecycle management processes. Working as the glue between CX, Sales, Marketing, and Product to ensure alignment towards our company and customer goals. The ideal candidate brings extensive customer-facing experience, adaptability, leadership skills, and a strong desire to create a customer success journey aligning customer business problems with Descartes Labs' solutions.
Your Impact:
- Drive high customer engagement that result in Descartes Labs Product and Services adoption, contract renewals, and identify revenue expansion
- Expand relationships with senior business sponsors to understand and execute against business goals
- Maximize customer’s adoption, develop and measure success goals and address program roadblocks if presented
- Build action plans to remediate churn risk, Customer Satisfaction/Happiness feedback, and to increase reference-ability across the global customer base
- Introduce new (and unused) product/solution innovations and articulate value to motivate customers to deploy and adopt to maximize product/solution effectiveness, stickiness, and value realization
- Be a subject matter expert with broad and deep knowledge of contract lifecycle management processes and develop the skills and expertise of all Customer Success resources
- Develop tools and processes to accelerate customers adoption of and quantify value received from Descartes Labs Product and Services
- Contribute to the continuous improvement of the Customer Success team by sharing knowledge, best practices, process improvements, and customer success stories with your colleagues across the globe
- Work cross functionally with Descartes Labs leadership teams to deliver customer success
- Proactively identify, forecast, and mitigate revenue churn
- Identify expansion and cross sell revenue opportunities within existing customers
- Demonstrate functional and product/solution/services expertise at customer and partner events
What You Bring
- 7+ years of customer facing experience, through a combination of technology, procurement, contracting, legal, commercial and / or consulting leadership
- Flexibility around customer engagements and doing what is required to support the business
- Ability to drive multiple priorities and handle complex customer relationships through partnering and ensuring accountability
- Ability to quickly establish credibility and foster trust-based relationships at all levels with customers
- Desire to develop and lead/coach talent in a collaborative team environment
- Experience aligning customer business problems and our solutions by understanding the Descartes Labs Product and Services landscape
- Bachelor’s Degree required, MBA a plus
- Bonus Skills:
- The ability to quickly pick up and understand new technologies
- Knowledge of machine learning to solve business problems
- Knowledge of geospatial analytics and/or remote sensing
Who You Are
- Curious. You are always exploring and experimenting, interested in why and how, seeking not only to understand but to make work and the world better. You enthusiastically share your learning with others and actively seek information and knowledge.
- Conscientious. You are determined, always keep your promises, and are forward thinking. Principled and integrous, you take your commitments seriously.
- Humble. Unpretentious and self-aware, you cultivate compassion for others and take responsibility for your mistakes. Egos are barriers to doing the best work and always learning.
- Open and Inclusive. You are receptive and interested in new ideas and perspectives, even when those perspectives don’t agree with your views. You value and respect difference and create ways for all people to contribute to the organization.
- Collaborative. You know it takes a team to get anything accomplished and you actively and inclusively work across the organization. You listen intently and openly and are always focused first on creating the best results.
- Adaptable. You are able to navigate changing circumstances and environments with ease and approach uncertainty with enthusiasm, while inspiring others towards effective goal setting and accomplishment.
Pay
- The base salary range for this position is $130,000 - 150,000
- Please note the base salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level & competencies as well as security clearance.
Top Reasons to Work at Descartes Labs
- We pride collaboration over ownership, iteration over perfection, principles over rules, and discussion over directives.
- We’re using the world’s top technology to solve the world’s largest problems with a strong focus on sustainability, environment, and impact science.
- We look at Descartes Labs as a work environment where people are included, treat their colleagues with professional regard and respect, and thrive as a result.
- Descartes Labs offers a generous compensation package including a competitive salary; choice of medical plan; dental, life, and disability insurance; paid holidays, unlimited PTO; monthly WFH stipend.
- We offer parental leave for any team member who becomes a parent through childbirth, adoption or foster care. We offer up to a maximum of 24 weeks paid leave for primary caregivers during a 12 month period or 8 weeks paid leave for secondary caregivers during a 12 month period. Employees will be eligible if they have worked for Descartes Labs for more than 6 months.
You belong here! If your experience and interests match with some of the above, we want you to apply.
We are dedicated to building a diverse community, where employees belong, even if they are different. Scientific discovery is in our DNA, and diversity fuels innovation.
