Customer Success Manager - Fusion by Stoke Space

Customer Success Manager - Fusion by Stoke Space

A thriving economy in space is needed to make life on Earth more vibrant, sustainable, and equitable. Space technology will enable global access to information, solutions to climate change, answers to global food security, products that transform healthcare, clean energy production, and more. Today, rocket launch options are slow, expensive, and unreliable. Stoke is building the world's most efficient fully and rapidly reusable rocket designed to fly daily that will radically increase access to space and open up the space economy to safeguard our precious home, Earth.

Responsibilities

• Account Management: Proactively manage client relationships to ensure renewals, reference-ability, and facilitate expansion opportunities alongside sales.
• Drive Product Adoption & Demonstrate Business Value: Drive the adoption of our solution within the Customer's user base and assist the Customer to realize the business value.
• Product & Domain Expertise: Demonstrate strong domain & functional understanding of the solution and be a trusted advisor to the Customer. This expertise in the design-to-manufacturing cycle and corresponding use cases.
• Customer Satisfaction & Risk Management: Maintain a high level of customer satisfaction and be the primary interface to manage risks and escalations effectively.
• Customer Advocacy: Gather Customer's feedback about products, their use-cases, and channel effectively to drive product capabilities.
• Customer Onboarding: Assist the Customer with deployment planning, best practices deployment approach, and proactive management of risks to facilitate a rapid value realization for the solution.
• Collaboration: Collaborate effectively with internal teams, including development and product teams in different time zones, to address customer issues.
• Product Knowledge: Roll up your sleeves to learn everything about the product and how it's deployed to ensure in-depth quality conversations with the customer.

Qualifications

• 3-5 years of professional experience in B2B SaaS, with a focus on design-to-manufacturing solution.
• Experience in customer-facing roles, such as customer success, account management, or sales engineering
• Strong understanding of MES, ERP, and PLM systems, with experience implementing or supporting these systems
• Experience working with manufacturing or engineering organizations, preferably in industries such as aerospace, defense, or energy
• Excellent communication and interpersonal skills, with the ability to work with a range of audiences
• Strong analytical and problem-solving skills, with the ability to understand customer challenges and develop effective solutions
• Ability to travel extensively (50%+)

Benefits

• Equity – We are pleased to offer equity in the form of stock options to all regular, full-time employees.
• Comprehensive benefits program including subsidized medical, dental, and vision insurance
• Company-paid life and disability insurance
• 401(k) plan with employer match
• 4 weeks' Paid Time Off
• Holidays – 10 days (including an end-of-year closure)
• Paid Family/Parental Leave
• On-site gym or monthly wellness stipend (depending on location)
• Dog friendly offices!

Compensation

Base Salary Target: $95,100 - $143,000

This role is also eligible for additional variable compensation for attainment of performance goals.

Our job posts are intentionally written to attract a wide variety of experience levels, and we make decisions about the right fit on a per-candidate basis.

Your actual level and base salary will be decided based on your specific experience and skill level.

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR), you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.

Equal Opportunity

The Company is an Equal Opportunity Employer, including with respect to disability and veteran status. It is committed to compliance with all equal opportunity laws, including the Immigration and Nationality Act (INA) and Title VII. It does not discriminate on the basis of nationality, race, citizenship, immigration status, or any other protected class when it comes to employment practices, including hiring.