Customer Success Manager

Role: Customer Success Manager

ICEYE is seeking a Customer Success Manager to join our Solutions team and focus on supporting our business and growth in Europe. This role is crucial in ensuring European government clients effectively utilize ICEYE's satellite data for natural disaster management.

About ICEYE

ICEYE provides space-based intelligence, surveillance, and reconnaissance (ISR) capabilities to governments and allied nations. We leverage the world's leading synthetic aperture radar (SAR) satellite technology and the largest SAR satellite constellation to deliver near real-time data for critical operations. Our dual-use platform also serves civil protection and commercial users for natural catastrophe intelligence, insurance, maritime monitoring, and finance.

We are an international company with over 900 employees, driven by the vision of improving life on Earth through Earth Observation. We operate with a global scale-up mentality, combining speed, ambition, and ownership from day one.

Why This Role Matters

As a Customer Success Manager, you will be the vital link ensuring European government clients can effectively use ICEYE's satellite data during crises. Your primary goal is to help these public sector clients integrate our data into their emergency response plans for real-time monitoring of floods and fires.

Key Responsibilities

• Lead client onboarding and ensure effective implementation and usage of ICEYE's products and solutions.
• Understand customer needs and provide tailored ICEYE solutions to meet requirements and address challenges.
• Assess product fit and business benefits, developing approaches for sustainable customer value.
• Plan and manage joint customer/ICEYE solution implementations.
• Develop and nurture relationships with key stakeholders throughout the customer lifecycle.
• Provide guidance on product usage and proactively assist clients in resolving challenges.
• Monitor customer satisfaction and track KPIs to ensure expectations are met.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Collaborate with the Sales team to support renewals, identify up-sell/cross-sell opportunities, and share best practices.
• Gather and analyze customer feedback to drive product improvements with Product and Development teams.
• Gain and maintain in-depth knowledge of ICEYE's Natural Catastrophe (NatCat) products for strategic guidance.
• Stay updated on industry trends and recommend improvements to customer success processes.

Requirements (Must Haves)

• Experience in Customer Success, Sales, Project Management, or other customer-facing roles.
• Background working with or in the public sector (insurance, banking, or utilities experience is a plus).
• Excellent English communication and interpersonal skills. Working proficiency in Spanish, Greek, or Portuguese is a strong plus.
• Ability to build strong relationships with customers and colleagues.
• Familiarity with geospatial technologies, remote sensing, or natural catastrophe solutions.
• Passion for driving innovation and transformation with new data sources.
• Ability to thrive in a fast-paced growth company and eagerness to learn and adapt quickly.

Application Process

• TA Screen
• HM interview
• Panel interview
• Task presentation

Working at ICEYE

Join a diverse, engaged team united by the ambition to make the impossible possible. As a global scale-up, we offer speed, ambition, and the opportunity for ownership from day one. Your growth, wellbeing, and success are priorities, with continuous professional development, training, and a collaborative culture.

Our Values

• Make the impossible possible: Set ambitious goals, stay calm under pressure, and demonstrate grit and ownership.
• Be curious: Ask questions, listen carefully, think critically, and understand the 'why'.
• See the big picture: Stay informed about company-wide happenings to make better decisions and consider the impact of your work.
• Drive effective teamwork: Foster psychological safety, embrace diverse perspectives, and build inclusive teams.
• Act as one team: Win together, assign tasks effectively, and remain agile.
• Have fun: Enjoy the meaningful work, celebrate progress, and share wins.

Benefits

Our benefits support your health and wellbeing, both at work and beyond. Offerings are continually improved based on employee feedback and vary by location. Talent Acquisition will confirm specific benefits for this role and location.

Commitment to Diversity, Equity, and Inclusion

We strive to create an inclusive environment where everyone can be themselves and do great work. Diverse backgrounds and perspectives make us stronger. We are committed to fair, inclusive hiring and equal opportunity. All are welcome to apply. Please inform us of any adjustments or support needed during the recruitment process.

Key skills/competency

• Customer Success Manager
• Client Onboarding
• SaaS Solutions
• Satelliete Data
• Geospatial Technologies
• Remote Sensing
• Natural Catastrophe Solutions
• Public Sector Clients
• Relationship Management
• Customer Satisfaction