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Senior Customer Success Manager
Insight MRemote, but in Texas or near/in Denver, United StatesRemotefull_timeVerifiedPosted 25 Mar 2024
About the role
About Insight M
At Insight M, we combine innovative aerospace systems with advanced data science. Unlike traditional aerospace companies, we sell information, not hardware - we operate our sensors cost-effectively at continental scale to produce novel data streams about pressing global problems. First on our list: spotting hard-to-monitor emissions of methane, a potent greenhouse gas that accelerates climate change. Since starting continuous survey operations in 2018, Insight M has removed methane emissions equal to over 72.6 million tonnes of CO2e through our work. To put that in perspective, that’s equivalent to over 15.8 million cars being removed from the roads or shutting down about forty-seven 350 MW coal-fired power plants for a year. We call that a good start. As a team, we love science and engineering, we love getting our hands dirty with hardware and software, and we love seeing our work make a difference in the real world. We’ve created a diverse, collaborative, supportive, and fun environment based on integrity and treating people right. So no matter your sex, gender, sexual identity, gender identity, race, age, beliefs, sexual orientation, or disabilities, we welcome you and would like to work with you. :-) It’s never boring, it’s always challenging, and we’re usually laughing.
A note of encouragement: If you don't meet 100% of the qualifications below, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role's requirements.
Individuals with a disability are encouraged to contact [interview.accomodations@insightm.com] to request assistance with your application and accommodations in advance of your interview.
Senior Customer Success Manager
NOTE: The application process includes 9 brief questions. These are not filler, actually human reviewed, and part of our evaluation process. We appreciate your time in answering these. It should be brief.
The Customer Success team touches every piece of the customer experience, from new business interactions to renewals, connecting the dots from contracting through product delivery and beyond. As Kairos continues to build new products and offerings for our oil and gas customers, we also have a need for experienced Customer Success professionals to continue our journey of understanding where we currently are with our customers, where we need to be, and helping implement strategies to solidify and expand our partnerships. This is not an outbound sales position; you will be responsible for implementing the strategic development of renewals and upsells for Kairos’ existing customers. A successful candidate will have experience in account management, with a proven record of increasing revenue through current customer growth. You have seen what a world-class customer renewal process looks like and are ready to dig in and get your hands dirty, working with our sales and your CSM colleagues to first understand our current account management process, our customers’ methane reduction and business needs, and how Kairos’ product offerings weave the two together. You are prepared to form relationships from top to bottom with our existing customers and especially to find ways to move us up in the customer organization. You will help reshape the way Kairos consults with our customers, ultimately paving the way to become trusted partners and advisors for our customers. A successful candidate will work side-by-side with our Sales and your CSM colleagues to do the work first: running customer report QA for methane detection accuracy and working with our Data Analysis team to resolve any errors and/or make any adjustments after customer feedback. Providing exceptional quality reports for our customers is one of the many ways in which we maintain our reputation as methane program thought leaders who care deeply about customer success in their methane reduction programs.
A few important facts about working at Insig
At Insight M, we combine innovative aerospace systems with advanced data science. Unlike traditional aerospace companies, we sell information, not hardware - we operate our sensors cost-effectively at continental scale to produce novel data streams about pressing global problems. First on our list: spotting hard-to-monitor emissions of methane, a potent greenhouse gas that accelerates climate change. Since starting continuous survey operations in 2018, Insight M has removed methane emissions equal to over 72.6 million tonnes of CO2e through our work. To put that in perspective, that’s equivalent to over 15.8 million cars being removed from the roads or shutting down about forty-seven 350 MW coal-fired power plants for a year. We call that a good start. As a team, we love science and engineering, we love getting our hands dirty with hardware and software, and we love seeing our work make a difference in the real world. We’ve created a diverse, collaborative, supportive, and fun environment based on integrity and treating people right. So no matter your sex, gender, sexual identity, gender identity, race, age, beliefs, sexual orientation, or disabilities, we welcome you and would like to work with you. :-) It’s never boring, it’s always challenging, and we’re usually laughing.
A note of encouragement: If you don't meet 100% of the qualifications below, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role's requirements.
Individuals with a disability are encouraged to contact [interview.accomodations@insightm.com] to request assistance with your application and accommodations in advance of your interview.
Senior Customer Success Manager
NOTE: The application process includes 9 brief questions. These are not filler, actually human reviewed, and part of our evaluation process. We appreciate your time in answering these. It should be brief.
The Customer Success team touches every piece of the customer experience, from new business interactions to renewals, connecting the dots from contracting through product delivery and beyond. As Kairos continues to build new products and offerings for our oil and gas customers, we also have a need for experienced Customer Success professionals to continue our journey of understanding where we currently are with our customers, where we need to be, and helping implement strategies to solidify and expand our partnerships. This is not an outbound sales position; you will be responsible for implementing the strategic development of renewals and upsells for Kairos’ existing customers. A successful candidate will have experience in account management, with a proven record of increasing revenue through current customer growth. You have seen what a world-class customer renewal process looks like and are ready to dig in and get your hands dirty, working with our sales and your CSM colleagues to first understand our current account management process, our customers’ methane reduction and business needs, and how Kairos’ product offerings weave the two together. You are prepared to form relationships from top to bottom with our existing customers and especially to find ways to move us up in the customer organization. You will help reshape the way Kairos consults with our customers, ultimately paving the way to become trusted partners and advisors for our customers. A successful candidate will work side-by-side with our Sales and your CSM colleagues to do the work first: running customer report QA for methane detection accuracy and working with our Data Analysis team to resolve any errors and/or make any adjustments after customer feedback. Providing exceptional quality reports for our customers is one of the many ways in which we maintain our reputation as methane program thought leaders who care deeply about customer success in their methane reduction programs.
Qualifications
- Past experience as a CS or AM scaling enterprise business
- At least 3+ years of customer client-facing experience with an existing book of business with defined revenue goals
- High-growth SaaS experience- in a start-up environment a must
- Strong background in a CS or AM that built accounts and kept a gross retention of 90+% and net retention 120+%
- Excellent communication and relationship skills. This job is first and foremost about supporting customers- this demands a high EQ with the humble but strategic advisor blend
- Strong data reporting skill with Google Suite and MS Excel and PowerPoint
Desired Skills
- Familiarity with the upstream or midstream oil and gas industry is a plus
- 5+ years of client-facing experience
A few important facts about working at Insig
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