[Hiring] Customer Success Manager @Planet

Role Description

As a Customer Success Manager for Defense & Intelligence you will be mainly responsible for managing and expanding relationships with strategic military and governmental agencies across Asia. Your mission will be to act as our main point of contact for our customers during their time with Planet’s contract life cycle and own your focus on customer value, retention and satisfaction. You will help customers maximize the value of Planet’s imagery and geospatial solutions, ensuring that they can effectively integrate Planet data into their workflows for applications.

Impact You’ll Own

• Strategic Relationship Management: Act as the lead point of contact for high-stakes military and governmental agencies, fostering long-term partnerships built on trust and mission success.
• Workflow Integration: Partner with customers to deeply understand their specific mission requirements. You will guide them in integrating Planet data into their existing geospatial workflows.
• Navigation of Government Structures: Masterfully navigate the complexities of interagency relationships. You will identify key stakeholders across various ministries and build the necessary bridges to drive wide-scale adoption of Planet’s platform.
• Retention & Expansion: Own the renewal process and identify opportunities for growth. By demonstrating consistent value, you will ensure long-term contract stability and advocate for new use cases within your accounts.
• Customer Advocacy: Act as the internal "Voice of the Customer" within Planet, collaborating with Product, Sales, and Engineering teams to influence our roadmap based on regional requirements.
• Value Creation and Success Planning: Analyze and translate specific mission requirements into value creation by navigating complex interagency relationships to integrate Planet’s solutions directly into existing workflows. Develop and execute Success Plans that define clear KPIs for the customer, ensuring their "Mission Success" is quantifiable and visible to their leadership, and achieve value expansion by identifying new customer use cases.

Qualifications

• 2+ years of experience working directly with Defence Forces and/or National Government agencies. You understand the nuances of the government procurement landscape and bureaucratic decision-making.
• Bachelor’s degree in Business, Communications, Marketing or a relevant field.
• Excellent verbal and written communication skills in Mandarin.
• Professional working proficiency in English, the language of the company.
• A solid grasp of GIS, remote sensing, or satellite imagery applications. You don't need to be a developer, but you must be able to speak the language of geospatial analysts.
• Ability to build connections across ministries and maintain relationships with both high-ranking officials and technical end-users.
• Exceptional negotiation and presentation skills, with the ability to translate complex technical capabilities into strategic mission outcomes.
• Ability to work independently in a remote environment while maintaining high levels of engagement with a global team.
• Excellent problem-solving skills with a proactive mindset, and ability to multitask and prioritize job requirements.
• Willingness to travel.

What Makes You Stand Out

• Active armed forces reserve or veteran as a relevant intelligence professional.
• Account Management or Customer Success experience serving military and/or government customers.
• Understanding of government agencies, their procurement processes, and key initiatives related to defense & intelligence, and emergency management.
• Experience with platforms like ArcGIS, QGIS, or Google Earth Engine.

Benefits

• Paid time off including vacation, holidays and company-wide days off
• Employee Wellness Program
• Home Office Reimbursement
• Monthly Phone and Internet Reimbursement
• Tuition Reimbursement and access to LinkedIn Learning
• Equity
• Volunteering Paid Time Off
• This role is eligible for commission.