Customer Success Manager

Introduction

With headquarters in Tromsø Norway Kongsberg Satellite Services AS (KSAT) supplies ground station services for satellite space-to-ground communications. KSAT is the worlds largest supplier of telemetry tracking and command (TT&C) and data acquisition services for non-geostationary satellites.

Founded in 1968 KSAT has grown to over 500 employees with an annual revenue of approximately $200M. About 50% of KSATs annual revenue comes from the US. The wholly owned subsidiary KSAT Inc. (aka. KSAT USA) office is located in the Denver Colorado area and is rapidly growing in response to strong US Government and industry demand for commercial ground segment services.

Summary of Position

KSAT USA is seeking a Customer Success Manager. As a Customer Success Manager you will be responsible for managing customer relations within your portfolio. This includes overseeing customer onboarding processes for our standardized services conducting regular check-ins and collecting feedback to ensure satisfaction.

You will be responsible for managing customer renewals and monitoring account performance to support retention satisfaction and long-term relationship development. This includes maintaining accurate and comprehensive records of interactions feedback account activity and progress toward established objectives.

The role will oversee a diverse portfolio of accounts with varying organizational sizes operational needs and levels of engagement. As the internal voice of the customer you will proactively communicate needs feedback trends and insights to relevant internal stakeholders. This collaboration will help inform business decisions identify opportunities for improvement address concerns and enhance overall service delivery.

As Customer Success Manager you will work as part of a matrixed organization functionally reporting to service leadership in Norway with day-to-day support and oversight from leadership in Denver. The role will be local to the Greater Denver region. Relocation assistance to the Greater Denver region is available for the right candidate.

Joining the KSAT Team means:

• Opportunity to work across the industry with both commercial and government organizations; big market share in non-geostationary space means KSAT knows most of the industry.
• Opportunity to actively grow and directly contribute to the success of the space industry
• Hybrid work environment
• Experience in an international company with a global footprint and opportunities to work across cultures
• Engaging teammates: small team of dedicated High-performing teammates. Being part of a nimble and passionate team (like a start-up) with the financial security and product technology readiness level of an established company the best of both worlds

Details of the Role

Essential Job Duties Responsibilities Requirements:

Primary tasks and responsibilities

• Serve as the primary point of contact for assigned customers develop strong relationships with key stakeholders and understand evolving business needs from point of sale throughout the customer lifecycle.
• Lead the onboarding of new customers coordinating with internal teams to ensure a smooth implementation and adoption of KSAT services while maintaining customer success plans aligned with customer objectives and KSAT-defined goals.
• Monitor customer adoption engagement satisfaction and overall account health to identify opportunities risks and areas requiring proactive attention.
• Conduct regular business reviews with customers to communicate performance demonstrate value review progress toward objectives and identify future needs.
• Serve as the internal voice of the customer by communicating feedback needs trends and insights to relevant internal stakeholders to improve service delivery and the overall customer experience.
• Coordinate with internal teams to address customer inquiries service issues and escalations ensuring timely communication appropriate follow-up and resolution.
• Maintain visibility and active participation in internal and external meetings as the assigned leader responsible for customer success.
• Manage the renewal process for assigned accounts ensuring renewal activities are proactively planned tracked and coordinated with Sales and other internal stakeholders.
• Support Sales and Business Development activities by identifying and communicating potential upsell cross-sell and expansion opportunities.
• Track and report customer health metrics satisfaction indicators retention churn risk adoption and other key performance measures.
• Provide customer insights and account-level reporting to management to support business planning resource allocation and strategic decision-making.
• Promote a customer-focused culture across KSAT by advocating for the customer while balancing customer needs with business objectives contractual requirements and organizational priorities.

Requirements

• Must be a U.S. Citizen
• Must be eligible to obtain and maintain a U.S. DoD security clearance

Required Experience

• 2 years of experience managing projects or supporting programs preferably in a customer-facing environment.
• Demonstrated success delivering projects and customer commitments on time within budget and to established quality standards.
• Demonstrated experience managing multiple priorities or projects while building effective relationships with customers stakeholders and cross-functional teams.
• Experience identifying customer needs managing issues and escalations and proactively addressing risks to support successful outcomes.
• Demonstrated competency with MS Project or similar tools and experience using CRM or account management systems.
• Demonstrated ability to communicate effectively across organizational levels including preparing and delivering formal status reports and presentations to internal and external stakeholders.

Personal qualities

• Easily take a leading position and create progress in projects
• Skill for building good relations in teams and with customers
• Capable of managing several projects and activities in parallel
• Flexible approach
• Strong technical and business acumen
• Comfortable working with different cultures all over the world

Travel

• Travel is estimated at 20%
• Travel will be necessary to customer sites (primarily within the USA)
• Travel will be necessary to Tromsø Norway yearly

Education and certifications

• Completed Bachelors degree in a business or technical field (engineering business physics etc)

The Top Priorities During the First 6 Months:

• Take ownership of an assigned portfolio of customers including responsibility for delivery schedule and cost.
• Establish relationships with customer points of contact for assigned projects with recurring meetings/dialogues
• Becoming familiar with internal stakeholders and resources traveling to Norway for onboarding and team-development activities

Compensation

The target compensation range of this position is $90K - $120K.

Benefits Package Highlights:

• Four weeks of PTO annually
• $0 individual medical insurance with generous coverages
• Flexible working environment
• Fitness expense reimbursement program
• Tuition reimbursement program
• International travel opportunities

Required Experience:

IC