Technical Customer Success Manager - Key Accounts

Our Products

Today, satellite imagery is expensive and difficult for customers to access and manage. SkyWatch addresses these challenges through a multi-product strategy focused on both the supply and demand sides of the ecosystem:

• EarthCache, an easy-to-use Application Programming Interface (“API), which allows application developers and enterprises to programmatically integrate satellite imagery into their products
• TerraStream, a data infrastructure product that provides satellite operators with an integrated data storage, cataloging, ordering, processing, and delivery solution, which enables operators to serve customers faster with less operational and financial risk

Our technology is enabling agriculture customers to monitor crop health, energy customers to monitor oil pipelines and solar farms, and global banks to monitor infrastructure among hundreds of other unique use cases - all from space, with just a few lines of code!

About the Role

After securing our $10M CAD Series-A round in January 2020, and a $21M CAD Series-B in June of 2021, SkyWatch is scaling rapidly. Reporting to our Head of EarthCache Customer Success, you will be responsible for helping support our diverse customer base needs along their journey of using the EarthCache platform. You’ll become an expert in understanding customers’ pain points, working cross-functionally within SkyWatch to communicate those needs and own the relationship with the customer.

Customer success at SkyWatch means earning customers for life, and this role will strive to ensure our hundreds of customers love using EarthCache every time they log on to the platform or make an API call.

Position Overview

We’re seeking a Customer Success Manager to develop a program to support clients on the EarthCache platform. In this role, you’ll understand what comprises a world-class customer experience, merging technical and enterprise requirements to ultimately help customers build amazing products with earth observation data. You’ll work across our developer and enterprise customer base, from seed stage start-ups to non-profit organizations and Fortune 50 aerospace manufacturers. The potential of satellite data is endless, just like the diversity of your developer and enterprise customers !

Position Responsibilities

• Become an EarthCache product guru - you’ll develop a deep understanding of how to use the EarthCache console and API, which will serve as the bedrock for our EarthCache platform
• Work with customers to define the problems they are working to solve, enabling the business to learn from these opportunities
• Lead the developer community forum as a place where customers interact and collaborate
• Partner with Marketing to build the account management and account strategy framework, enabling the business to grow the lifetime value of a customer
• Partner with external and internal customer teams like Product, Support and Solutions Engineering to address customer questions and issues, while building content to help developers at each stage of their integration journey with EarthCache

Position Requirements

• Ability to work with technical and interpersonal complexity - you can work with APIs while writing code samples and scripts for a diverse portfolio of customers
• Initiative - you don’t sit still and enjoy building things as opposed to waiting for instructions on how to build something
• Entrepreneurial mindset - you want to own a piece of the SkyWatch customer experience and care about the whole product experience
• Empathy - you empathize with customers on the EarthCache platform and put yourself in their shoes as they build products using our system
• Pattern recognition - you can quickly see trends in how our product is being used by customers, and understand where similarities exist with those who may seem unrelated on the surface
• Communication - you’re able to adjust messaging and can respond based on the unique customer and user
• Resilience - you’re comfortable working through ambiguity and can do so with optimism
• Ability to travel - this role includes travel within North America, ranging from 10% to 20%

What Will Excite Us:

• You enjoy working in a data-driven environment
• You possess high energy and a sense of urgency
• You have start-up experience, preferably in software
• You have industry knowledge of satellite imagery and/or APIs
• Space excites you – A LOT!