Spire Global is a space-to-cloud analytics company that owns and operates the largest multi-purpose constellation of satellites. Its proprietary data and algorithms provide the most advanced maritime, aviation, and weather tracking in the world. In addition to its constellation, Spire’s data infrastructure includes a global ground station network and 24/7 operations that provide real-time global coverage of every point on Earth. Furthermore, Spire’s Space Services department allows customers to deploy and scale their own constellation at maximum speed with minimum risk, by leveraging Spire’s proven space platform, global ground station network, end-to-end manufacturing facility, and extensive launch partnership network.
We are growing our team and looking for someone passionate about customer service to be a commercial bridge between our internal technical teams and the customer.

JOB DESCRIPTION

As a Customer Success Lead, you will be responsible for providing satellite service support to our customers during the operations phase of satellite missions.
You are the primary point of contact for customers and will provide insights into the status and performance of the satellite service. You are also responsible for proactively ensuring that the Service Level Agreement (SLA) from the contract is met, leading the triage of commercial & technical risks/issues with appropriate mitigation actions.
You will directly interface with customer representatives and are responsible for documenting, recording and communicating essential information as well as leading discussions or initiatives to drive service outcomes and conclusions.
As the advocate of the customer and contract internally, you will drive collaboration with cross-functional teams within Spire to meet the terms of the customer service.
In this role you will build customer relationships, drive customer retention, and help identify opportunities for growth. The ideal candidate seeks to understand the customer business, is proactive, empathetic, and passionate about delivering exceptional customer experiences.

KEY SKILLS

• 2–5 years customer-facing in customer success or account/project management
• Experience working in cross-disciplinary teams with technical and commercial exposure
• Service support and troubleshooting complex issues for external parties
• Strong data analysis skills (statistics, hypothesis testing, data visualization)
• Commercial acumen as relates to service contracts
• Experience with spacecraft operations or space environments
• Strong English language verbal and written communications

Preferred Skills

• Experience supporting customers with APIs or other software-based service interfaces
• Experience writing issue-tickets and discrepancy reports
• Entry level understanding with scripting in a software language such as Python
• Ability to work independently, and collaboratively as the situation requires
• Flexible and calm in the face of ambiguity and issues

Spire is Global and our success draws upon the diverse viewpoints, skills and experiences of our employees. We are proud to be an equal opportunity employer and are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.
Spire operates a hybrid work model, and this position will require you to work a minimum of three days per week in the office.
Access to US export-controlled software and/or technology may be required for this role. If needed, Spire will arrange the necessary licenses—this is not something candidates need to have before applying.

• Ensure the satellite service complies with the contract
• Is the primary point of contact for customers whose satellites are on orbit operations
• Collaborate cross-functionally with Spire technical teams and subject matter experts to proactively protect customer service.
• Escalate risks and issues appropriately within the business, recognizing that maintaining service to contract equates to achieving business revenue forecasts.
• Develop the commercial Service Level Agreement (SLA) monitoring strategy and ensure it is implemented into Spire monitoring systems
• Monitor general on-orbit performance against Service Level Agreements (SLAs) of customer satellite(s) and payloads for Space Services missions
• Proactively communicate to relevant stakeholders when events (e.g. outages or anomalies) impact the customer mission and take ownership of resolution
• Working cross-functionally, ensure that a customer facing position can be derived from detailed technical information (system logs, operational parameters, environment observations, etc.) for customer-impacting events.
• Develop and maintain customer-facing documentation required to support missions.
• Ownership of issue resolution until the customer impact is resolved or concluded.
• Develop a working knowledge of mission specific satellites, payloads, and operations systems to assist customers in addressing and resolving operational needs.
• Curate the customer experience for repeat business, track customer satisfaction