Customer Success Manager Geotechnical Applications | Asia-Pacific

Job description

About SkyGeo We help engineers working within organizations of all sizes to understand millimeter-scale InSAR deformation patterns for assessing geological and geotechnical risk earlier and more efficiently. Our clients use SkyGeo's satellite monitoring solutions to better understand ground movement around critical assets and operations. As we continue to grow our presence in the Asia-Pacific region, we want to make sure our customers not only have access to our technology, but successfully adopt it, use it and continue to get value from it. Your Role & Impact We are looking for a Customer Success Manager to build strong, long-term relationships with our customers across the Asia-Pacific region. After a customer starts working with SkyGeo, your job is to make sure they get maximum value from our products and services. You will own the customer relationship throughout the lifecycle — from onboarding and adoption to ongoing engagement, renewal and expansion. You do not need to be the geoscience expert in every conversation. You do need to understand our customers, their objectives and how they use our technology well enough to recognize what they need and bring in the right SkyGeo expertise when required. You will work closely with our Geoscience Consultants, Sales team, Data Analytics team and Product colleagues to create a consistent and high-quality customer experience. Your main responsibilities Own and develop relationships with SkyGeo customers across the Asia-Pacific region. Lead customer onboarding and help users successfully adopt SkyGeo's products and services. Maintain regular contact throughout the customer lifecycle and proactively identify where customers need support. Understand customer objectives, workflows and challenges and connect them with the right SkyGeo expertise. Help customers expand their use of InSAR and improve the value they receive from our products. Own and contribute to gross renewal rate and net revenue retention. Identify opportunities for account growth and work with Sales and technical colleagues to develop them. Coordinate customer training, product guidance and technical support together with our Geoscience Consultants and InSAR specialists. Track customer engagement, adoption and satisfaction and use these insights to identify risks and opportunities. Develop and improve Customer Success processes, materials and metrics as our APAC customer base grows. Bring customer feedback into SkyGeo and work with Sales, Product, Data Analytics and other teams to continuously improve the customer experience. Meet customers and attend relevant industry events across the region when needed. What you’ll bring to the team At least 3 years of experience in Customer Success, Technical Account Management, Account Management or a similar customer-facing role. A strong track record of building and maintaining professional client relationships. Experience working with technical products, data-driven services, engineering customers or other complex B2B solutions. Graduate degree in engineering, geoscience, science or another relevant technical field is preferred. Ability to understand technical concepts and communicate them clearly without needing to be the technical specialist. Strong organizational skills and the ability to coordinate multiple customers, stakeholders and internal teams. A proactive approach to customer engagement — you identify issues and opportunities rather than waiting for customers to raise them. Commercial awareness and an understanding of retention, renewals and account growth. Excellent communication skills in English. An entrepreneurial and pragmatic mindset. Willingness to travel within the Asia-Pacific region when required. What’s in it for you The opportunity to help build and shape SkyGeo's Customer Success presence in a growing region. Work with innovative satellite technology and customers managing complex, real-world engineering challenges. Collaborate with technical and commercial colleagues across an international organization. A role with real ownership over customer relationships, retention and growth. A scale-up environment with a lot of freedom for initiative, personal growth and career development. A note on location requirement You will need to be based in Australia for this role, with Perth as our preferred location given the proximity to many of our customers and partners.