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Director, Customer Success

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Planet

3d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
  • Berlin
  • Quick Apply

AI generated summary

  • You must have 8+ years of experience, 6+ in leadership, strong customer-facing skills, ability to inspire teams, excellent communication in English and another language, and a background in GIS or remote sensing.
  • You will lead a talented team, drive retention goals, advocate for customers, escalate issues, collaborate with sales, and share success stories with marketing.

Requirements

  • 8+ years relevant work experience and 6+ years supervisory / leadership experience.
  • Extensive customer facing experience (preferably in Customer Success leadership or equivalent)
  • Success in managing teams with an ability to inspire and empower team(s) to achieve exceptional results by fostering collaboration, providing clear direction, and cultivating a supportive environment where individuals can thrive and grow.
  • Exceptional customer communication, negotiation, and presentation skills
  • Experience driving value, expansion, and renewals with customers
  • Works well across distributed and cross-functional teams; strong ability to lead and influence others
  • Excellent verbal and written communication skills in English
  • Excellent verbal and written communication skills in two or more languages
  • Previous experience in consulting
  • GIS or remote sensing background
  • Experience in working with customers in one of the following fields: Defense and Intelligence, Civil Government, Agriculture

Responsibilities

  • Build and manage a talented team.
  • Serve as Executive sponsor for select global strategic customer success initiatives.
  • Own Net Retention and Gross Retention targets for the region, working closely with the team of CSM’s and Sales to meet and exceed our ambitious goals.
  • Serve as an escalation point and customer advocate for the region.
  • Serve as the voice of the customer, advocating to improve our solution with the product team.
  • Share your success by working with marketing teams to ensure your team's customer success stories are shared far and wide!

FAQs

What is the job title for this position?

The job title is Director, Customer Success.

Where is the position based?

This position is based in Germany, specifically in our Berlin office.

What is the main responsibility of the Director, Customer Success?

The main responsibility is to manage a talented team of Customer Success Managers in the EMEA market and ensure customers leverage Planet's data to make a real impact in various sectors.

How many years of experience are required for this role?

At least 8 years of relevant work experience and 6 years of supervisory or leadership experience are required.

What are the key targets the Director will own?

The Director will own Net Retention and Gross Retention targets for the region.

Is multilingualism a requirement for this position?

While not a strict requirement, having excellent verbal and written communication skills in two or more languages is considered a standout trait.

What type of work environment does Planet offer?

Planet offers a remote-friendly work environment with options for hybrid work.

Are there any benefits provided while working at Planet?

Yes, benefits include paid time off, a wellness program, home office reimbursement, tuition reimbursement, equity, and more.

Is previous experience in consulting preferred for this role?

Yes, previous experience in consulting is one of the traits that makes a candidate stand out.

What is Planet’s commitment regarding diversity and inclusion?

Planet is committed to building a community where everyone belongs and strives for diversity, equity, and inclusion within its workforce.

How can candidates with disabilities or special needs request accommodations during the hiring process?

Candidates can reach out to accommodations@planet.com or contact their recruiter with their request for accommodations.

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Planet

Largest earth observation satellite network delivering a near-daily global dataset

Technology
Industry
501-1000
Employees
2010
Founded Year

Mission & Purpose

Planet is the leading provider of global, daily satellite imagery and insights. Planet is driven by a mission to image all of Earth’s landmass every day, and make global change visible, accessible, and actionable. Founded in 2010 by three NASA scientists, Planet designs, builds, and operates the largest fleet of imaging satellites, as well as online software, tools and analytics needed to deliver data to users. Decision makers in business, government, and within organizations use Planet's data and machine learning-powered analytics to develop new technologies, drive revenue, power research, and make informed, timely decisions to solve our world's toughest challenges.