Customer Success Manager

At Spexi Geospatial, we’re revolutionizing accessibility to high-resolution geospatial imagery through cutting edge drone technology. We’re on a mission to empower individuals and businesses alike with unprecedented spatial insights. As we continue to expand, we’re seeking an experienced Customer Success Manager to join our dynamic team.

The Role:

Spexi is looking for a customer-obsessed, value-driven professional who is passionate about building relationships and setting customers up for success. As a Customer Success Manager, you will be responsible for managing a portfolio of customers, focusing on driving adoption and maximizing the value they receive from Spexi’s high-resolution aerial imagery platform. You will act as a trusted advisor, proactively monitoring customer health, addressing challenges, and ensuring long-term success. In this role, you will identify opportunities for upselling and cross-selling, advocate for customer needs across internal teams, and balance these needs with business objectives. You will play a critical role in enhancing the customer journey while embodying Spexi's core values of Innovation, Integrity, Collaboration, Customer Focus, and Excellence. The ideal candidate is a proactive problem-solver who thrives in a collaborative environment and is passionate about delivering exceptional customer outcomes.

Location:

This position you will primarily work remotely, however you will occasionally be required to work at our office in the 800 block of Powell Street, Vancouver BC to foster collaboration and engage in strategic planning sessions. Candidates in the greater Vancouver area will be given first consideration followed by those in other parts of British Columbia, and then across Canada. As the role evolves, some travel may also be required.

Responsibilities:

• Manage a portfolio of customers, guiding them through the entire journey from onboarding to adoption, expansion, advocacy, and renewal..

• Build and maintain strong, long-term relationships with customers, ensuring they achieve their business goals using Spexi's platform.

• Monitor customer health proactively, addressing escalations and mitigating churn risks before they arise.

• Provide tailored guidance and resources to drive product adoption and ensure customers fully leverage Spexi's features and benefits.

• Collaborate with the sales team to identify and pursue upsell and expansion opportunities, maximizing customer value and business growth.

• Deliver training sessions, resources, and workshops to educate customers and empower them to achieve success with Spexi's platform.

• Act as the voice of the customer, communicating their needs and feedback across internal teams while aligning these with Spexi's business objectives and managing expectations effectively.

• Gather and analyze customer feedback to identify trends, inform product development, and improve customer experience.

• Track and report on customer success metrics such as adoption rates, satisfaction scores, and retention to identify opportunities for improvement.

• Develop and nurture customer advocacy programs, encouraging testimonials, case studies, and participation in community initiatives.

• Leverage geospatial and drone technology expertise to provide strategic insights and recommendations tailored to customer needs.

What you Bring:

• 3+ years of Customer Success experience in SaaS, ideally in the geospatial or technology industry.

• Proficiency with Salesforce and familiarity with other relevant tools, including geospatial platforms and data analysis tools.

• Strong problem-solving skills with a proactive, self-starter attitude.

• Excellent written and verbal communication skills, effective both internally and externally.

• A customer-centric mindset with a willingness to challenge the status quo and find innovative solutions.

• Deep understanding of customer personas and the goals and challenges of individuals and businesses seeking geospatial insights.

• Experience analyzing customer data and metrics to drive actionable insights and inform decisions.

• Awareness of trends, news, and competitor activities in the geospatial industry and drone technology.

• Experience working cross-functionally with teams such as product, sales, and engineering to advocate for customer needs.

• Comfortable working independently and collaboratively in a fast-paced, ever-evolving environment.

• A growth mindset with adaptability to learn, embrace new challenges, and stay current with industry advancements.

• Alignment with Spexi's core values: Innovation, Integrity, Collaboration, Customer Focus, and Excellence.

Location

This position offers remote work from the comfort of your home, with occasional in-office requirements at our office located on the 800 block of Powell Street, Vancouver, BC. Candidates in the greater Vancouver area will be given first consideration, followed by those in other parts of British Columbia, and then across Canada. As the role evolves, some travel may also be required.

Benefits and Perks:

Joining Spexi means being part of a supportive and dynamic team. Here’s what we offer:

• Friendly casual environment that fosters collaboration and creativity.

• Flexible hours to help maintain a healthy work-life balance.

• A generous vacation policy that allows you to recharge and rejuvenate.

• Medical, dental, vision health benefits.

• Continuous professional development opportunities to advance your career.

• Inclusive workplace culture that values diversity and individual contributions.

Spexi believes that promoting innovation and creativity requires an environment where

employees feel supported and valued. We are committed to providing a positive and

inclusive work environment where everyone can thrive and contribute to our mission.

We thank all applicants for their interest. All applications will be reviewed to determine

which candidates’ education and experience best meets the needs of the position. Only

individuals selected for an interview will be contacted.