ROLE
– Manage onboarding, training, adoption, and customer engagement
– Build strong customer relationships and drive satisfaction
– Monitor account health and identify risks and opportunities
– Conduct regular customer reviews and enablement sessions
– Own customer delivery timelines and coordination
– Act as the customer-facing lead during delivery and implementation
– Coordinate with internal teams to ensure successful outcomes
– Track requests, deliveries, and action items
– Manage escalations and delivery risks proactively
– Serve as the primary contact for customer questions and issues
– Coordinate with Product, Engineering, and Support teams to resolve issues
– Develop expertise in Aurora, imagery products, APIs, and workflows
– Support customers across email, chat, phone, and virtual meetings
– Gather customer feedback and share insights with Product teams
– Support renewals and expansion opportunities alongside Sales
– Contribute to documentation, onboarding assets, and best practices
– Maintain customer records and success metrics

REQUIREMENTS
– Experience in Customer Success, Account Management, or SaaS
– Strong communication and stakeholder management skills
– Excellent problem-solving and organizational abilities
– Familiarity with CRM, support, or customer success tools
– Knowledge of GIS, satellite imagery, remote sensing, or APIs is a plus
– Customer-first mindset with strong ownership
– Comfortable in a fast-paced startup environment
– Strong attention to detail and ability to manage multiple priorities
– Collaborative, proactive, and outcome-driven
– Willingness to travel occasionally for customer engagements
– Bachelor’s degree in Engineering, Computer Science, Geospatial Sciences, Business, or a related field
– 2–4 years of experience in Customer Success, Account Management, or SaaS