Customer Success Manager (Remote)

Epsilon3 is the leading software (SaaS) for teams that develop and operate spacecraft, aircraft, and advanced hardware systems. Launched in 2021, we're led by engineering leaders from SpaceX, Google, and NASA, who bring experience supporting over 100+ space missions. NASA, Blue Origin, Sierra Space, Firefly Aerospace, and many others depend on our web-based platform to plan and track high-stakes operations.

We raised a $15M Series A funding round led by Lux Capital, Y Combinator (YC S21), and other world-class investors. Our crew is fully remote, US-based, and passionate about enabling space exploration.

Are you interested in a role that involves teaching space companies how to use software that helps them build, test, and operate spacecraft?

We're looking for a highly technical Customer Success Manager who is passionate about fostering exceptional customer experiences. Your core responsibility will be to ensure our customers are actively adopting and getting value from Epsilon3. You will also work closely with our product and engineering team to help translate customer feedback into new features and improvements.

Responsibilities:

• Manage and build lasting relationships with a global portfolio of 50-75 customer accounts
• Plan virtual and on-site meetings with customers to conduct trainings, collect user feedback, and identify adoption issues
• Manage renewals and mitigate churn by performing reactive and proactive outreach based on risk signals and health scores
• Schedule, outline, and execute implementation and onboarding for your new accounts
• Identify and manage upsell, cross-sell, and account expansion opportunities
• Monitor, triage, and respond to Intercom messages, Slacks, emails, support tickets, and requests
• Provide clear and actionable input, ideas, and user feedback to the product team
• Build and improve internal processes to improve account retention and health/NPS scores
• Maintain expert-level knowledge of the platform and feature/product roadmap
• Ensure all account information in Salesforce/CRM is updated and accurate

Qualifications:

• 3+ years of experience managing customer accounts at a B2B SaaS startup
• Experience managing software implementation and onboarding for new customers
• Experience identifying and closing account growth, expansion, and upsell opportunities
• Ability to foster and maintain strong relationships with internal and external stakeholders
• Ability to apply analytical and problem-solving skills in a fast-paced environment
• Ability to effectively navigate ambiguity, manage multiple projects, and shift priorities on-the-go
• Customer-centric mindset strengthened by a genuine desire to understand your customer’s needs and business goals
• Clear, effective, and enthusiastic communicator who applies business acumen and empathy to every interaction
• At least 1 year of Salesforce CRM experience
• US Citizenship is required, as this role may require security clearance in the future
• Fluent in English, and speaking additional languages is a plus!
• Bachelors degree

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

This full-time role also comes with stock options, PTO, and a 4% 401k match.

Epsilon3 is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Epsilon3 makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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