Customer Success Lead

Customer Success Lead | Full-Time, Permanent | London, UK

Our client is a growing technology company operating across the space and Earth Observation sector, providing specialist satellite-derived data and geospatial solutions to a diverse range of government and commercial customers.

With an expanding customer base and ambitious growth plans, the business is entering an exciting stage of development. This is an opportunity to join at a key point in that journey and play a central role in shaping the customer experience function as the company scales.

The Role

We are looking for a Customer Success Lead to own the post-sale customer journey, from initial onboarding through to long-term retention, relationship management and account expansion.

Reporting to the VP Sales, this is a genuine build role . You will design the processes, systems and infrastructure required to create a scalable Customer Success function, while developing the team and processes as the customer base grows.

This role would suit someone who enjoys building from the ground up and is comfortable working in a technically complex, fast-moving technology environment.

Key Responsibilities

Build the Customer Success Function

• Design and implement a scalable customer onboarding process across different customer types and sectors.
• Establish support infrastructure including documentation, ticketing, escalation processes and data delivery SLAs.
• Develop and maintain a customer health monitoring framework.
• Lead the implementation of new Customer Success tools, processes and systems.
• Continuously improve the customer journey based on feedback and data.

Own Customer Relationships & Retention

• Act as the primary post-sale contact for key government and commercial accounts.
• Manage customer requirements, data delivery workflows and tasking requests alongside Operations.
• Establish and deliver customer retention and revenue targets.
• Forecast renewals and account expansion.
• Run regular business reviews with senior customer stakeholders.
• Monitor and report on account health, retention and revenue metrics.

Drive Growth Within the Customer Base

• Identify upsell and expansion opportunities alongside the Sales team.
• Clearly communicate the value of the company's data and technology solutions across different customer sectors.
• Capture customer feedback and translate it into actionable Product insights.
• Develop strong, long-term relationships with strategic customers.

Scale the Function

• Develop a Customer Success hiring plan aligned with company and customer growth.
• Define and track team KPIs.
• Build a high-performing Customer Success culture and operating model.

Key Requirements

• Proven experience in Customer Success, Account Management, Service Account Management or Technical Account Management within space, Earth Observation, geospatial technology, remote sensing or a related technology business.
• Strong understanding of geospatial workflows, satellite data/tasking processes, AOI definition and imagery or data delivery.
• Ability to have technical conversations with geospatial specialists and technical customers.
• Experience working with customers in sectors such as defence & intelligence, energy, commodities or financial services .
• Demonstrated experience building or significantly improving a Customer Success or customer support function.
• Strong cross-functional experience working with Sales, Product and Operations.
• Comfortable managing senior customer relationships and leading business reviews and escalations.
• Analytical and commercially minded, with experience working with metrics such as ARR, GRR and Net Revenue Retention.
• Strong hands-on experience with Salesforce , including account management, reporting, dashboards, renewals and CRM process development.

Highly Valued

• Direct experience within a commercial space, Earth Observation, geospatial or satellite technology company.
• Familiarity with data delivery APIs, cloud platforms, imagery platforms or geospatial data formats.
• Experience supporting defence, government or national security customers.
• Revenue Operations experience, including forecasting, retention modelling and commercial reporting.
• Experience with deal desk or sales operations processes.
• Genuine interest in how space-based technology and data can address major commercial, environmental and societal challenges.
• Eligible to hold UK Security Clearance (SC), or already cleared.

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