Customer Success Manager - Aviation

About the Role

Based in Munich, this Customer Success Manager position within Spire Government's Aviation division focuses on ensuring clients derive maximum value from our aviation data and analytics offerings throughout their entire engagement. You'll serve as a strategic advisor, guiding customers through onboarding, product adoption, and alignment with their business goals to optimize their investment returns in Spire's solutions. Cultivating strong client relations, preventing churn, and collaborating closely with Sales for renewals and growth are key elements of this role.

Main Duties

• Manage a portfolio of aviation clients post-sale, ensuring their success and satisfaction.
• Lead onboarding and implementation efforts, facilitating a seamless handover from Sales.
• Build trusted partnerships with customer stakeholders, acting as their go-to strategic consultant.
• Encourage deep adoption of Spire's aviation products and services among clients.
• Conduct periodic business reviews to showcase value, track objectives, and uncover opportunities.
• Monitor client health proactively, identify issues early, and develop retention plans to reduce attrition.
• Work alongside Sales to support contract renewals, expansion, and cross-selling.
• Gather and relay customer feedback to Product and Engineering teams for continuous improvement.
• Collaborate with Technical Support and Engineering to address and resolve issues promptly.
• Maintain detailed records, success plans, and client interactions within CRM tools.
• Report on key Customer Success KPIs including retention, renewals, adoption, satisfaction, and NPS.
• Develop expertise in Spire's aviation solutions and industry trends.

Success Indicators

• High customer retention and renewal metrics.
• Revenue growth from upselling and cross-selling activities.
• Strong customer satisfaction and Net Promoter Scores.
• Robust product adoption and engaged clients.
• Effective risk and health management of customer accounts.
• Efficient onboarding processes and swift realization of customer value.

Candidate Profile

• Minimum of three years in Customer Success, Account Management, or similar customer-centric roles within SaaS, data, or technology sectors.
• Proficient managing enterprise or commercial accounts.
• Exceptional communication, presentation, and stakeholder engagement abilities.
• Commercially savvy with keen insight into customer growth potential.
• Capable of juggling multiple clients across various time zones in a dynamic setting.
• Exceptionally detail-oriented and highly organized.
• Skilled in explaining complex technical topics clearly to diverse audiences.
• Experience collaborating across Sales, Product, Engineering, and Support teams.
• Self-driven with a proactive approach prioritizing customer needs.
• Fluent English language proficiency.

Preferred Experience

• Background in aviation data, geospatial tracking, or related domains.
• Exposure to supporting enterprise SaaS, API, or data platform clients.
• Familiarity with CRM systems like HubSpot or Salesforce.
• Track record of managing Customer Success indicators such as retention, renewals, adoption, and NPS.

Additional Details

This role is based in Munich, Bavaria, Germany, requiring on-site presence at least three days a week under Spire's hybrid work policy. Access to US export-controlled software or technology might be necessary; the company will provide requisite licenses if needed. Successful candidates will undergo background verifications including criminal and employment history checks to ensure workplace safety and integrity.

Global Benefits

• Name Your Satellite Program (NYSP)
• Opportunity to Attend Rocket Launches
• Generous Paid Time Off
• Education Assistance Programs
• Employee Assistance Programs
• Employee Stock Purchase Program (ESPP)
• Family Leave Benefits
• Fitness Reimbursement
• Employee Referral Incentives
• Healthy Snacks and Drinks in Offices

About Spire

Spire Global harnesses space data to improve life on Earth. Running one of the largest multi-use satellite constellations and a global ground station network, Spire offers advanced maritime, aviation, and weather monitoring worldwide. Committed to diversity, equity, and inclusion, Spire is an equal opportunity employer offering a collaborative and innovative work environment.