Customer Success Manager

Epsilon3 is the OS for spacecraft and complex operations. We are an experienced team of engineering and design leaders from SpaceX, Google, Northrop, and Stanford. Our team worked firsthand on over 100 launches, including training and coordinating operations for multiple astronauts who successfully traveled to space and back. Epsilon3 is the result of decades of learning and delivers on the promise of making testing and operations as efficient, error-free, and enjoyable as possible. We are backed by Y Combinator and other world-class investors.

We are looking for a highly technical, detail-oriented Customer Success Manager to join our team who is passionate about space and test operations and supporting the many teams in the industry. As one of the first customer success team members, you will be instrumental in delivering success for our customers and helping to build out our customer success processes. Your core responsibility will be to ensure our customers are successful in their deployments and actively using and adopting Epsilon3 in their teams. You will also work closely with our product team to help translate customer needs into product improvements and roll outs. A natural interest in the space industry is extremely helpful. 

​​Our clients are launch providers, satellite operators, integration & test teams, eVTOL & Aircraft companies, robotics, automotive, energy, and other complex engineering/operations companies. In this role you will be the first point of contact for the engineering teams using our product. You will be required to provide detailed answers to complex technical questions and, ultimately, to be considered a subject matter expert on Epsilon3 and the industry.

Primary Responsibilities Of Your Role

• Serve as the advocate of our clients, understanding their needs, concerns and ensuring that our solutions are helping to solve their problems
• Plan and carry out bi-weekly, monthly or quarterly feedback sessions with customers
• Engage customers in periodic meetings to capture blockers and needed features. Ensure feedback captured in the product roadmap.
• Create, analyze, and track engagement, usage, and growth metrics and proactively reach out to teams for upsell and churn reduction opportunities
• Schedule and run new customer onboarding and training sessions
• Import sample procedures for customers as part of their onboarding process
• Educate clients on how they can use Epsilon3 to enhance their integration, testing and operations
• Communicate/demonstrate new functionality and set expectations for customer requests
• Look for opportunities to grow to new teams
• Visit customers as needed/desired for demos and growth opportunities
• Communicate value propositions of utilizing the Epsilon3 platform and enhance messaging surrounding return on investment for customers
• Drive renewal rates and reduce churn
• Influence future lifetime value through higher product adoption, client satisfaction and overall health/NPS scores
• Work with sales to ensure seamless handoffs of new customers and share insights with marketing and training to simplify our customer’s use
• Support clients with technical questions and act as an intermediary between client and engineering development team

Secondary Responsibilities Of Your Role

• Monitor, triage, and respond to support tickets, chat messages, and messengers for customer issues
• Manage accurate and complete information in CRM
• Maintain in-depth knowledge of the product, feature set, and roadmap
• Understand customer business issues and needs as well as additional tools and competitive market

Required Qualifications

• 3+ years of Client Success or Account Management experience supporting and selling SaaS services
• Experience with account and customer tracking tools as well as CRMs
• Excellent business acumen, communication skills, and presence
• You bring the level of enthusiastic spirit, reliability and creativity, commitment, time, patience, and humor it takes to work with a fast-growing organization
• Passion for efficiency tools
• Experience in fast-growing tech startups
• Excitement around our industry (Spacecraft, Launch Vehicles, Transportation, etc.)
• Good communicator with outstanding oral and written communication skills
• Ability to work cross-culturally/cross-functionally
• Fluent in English (additional languages are a plus)
• Self-starter and able to navigate ambiguity and assess rapidly evolving priorities
• Strong team player with great communication skills and collaborative work ethic
• Love of learning (technical and otherwise)
• US Citizenship and/or Permanent Residency (future security clearance may be required)

Preferred Qualifications

• Bachelor’s degree in engineering
• Experience in the space/aerospace/defense industries
• Operations experience in one or more related industries
• Commercial level experience and negotiation skills
• Master’s Degree

Salary range: $90,000 - $120,000