Customer Experience Manager

We are looking for an experienced and motivated Customer Experience Manager to join our Customer Delivery & Operations team.

As a key member of our team, you would be responsible for ensuring the satisfaction, retention, and commercial growth of our customers by proactively managing relationships, understanding their needs, and driving the adoption of our satellite software solutions.

Working with satellite operators, manufacturers, and partners, the Customer Experience Manager will serve as the primary point of contact post-sales, providing a best-in-class customer service experience that will enable our customers to derive maximum value from our products and services while identifying opportunities for expansion. This role requires a blend of technical acumen, commercial awareness, customer first attitude, and strong interpersonal skills to bridge the gap between customer requirements and our software capabilities.

The Customer Experience Manager will also be present from the beginning of the customer journey (pre-sales), assisting the sales team and providing continuity for the customer relationship through to onboarding.

We see this role as being full time, although this is negotiable. Ideally we would like this role to be based in Edinburgh on a hybrid basis, to allow for regular interaction with the teams responsible for Product Management, Finance, Business Development, Sales and Marketing.

As a member of the Customer Delivery & Operations team your key responsibilities would be:

Customer Relationship Management

• Serve as the primary post-sale contact for customers, ensuring smooth onboarding, training, and integration of software solutions
• Develop and maintain strong, long-term relationships with key stakeholders within customer organisations
• Act as a trusted advisor in the management of customer relationships, providing insights and recommendations to optimise customers’ use of our software
• Regularly engage with customers to assess satisfaction, usage, and potential challenges, resolving issues proactively

Commercial & Growth Focus

• Identify and drive upsell, cross-sell, and renewal opportunities, working closely with the sales and product teams
• Track customer usage and business needs to identify opportunities for additional services, new feature adoption, or expanded usage
• Negotiate renewals and expansion contracts in alignment with commercial targets
• Provide customer feedback to the product and engineering teams to shape the product roadmap and ensure market fit
• Lead the first and second line technical support team, facilitating collaboration and liaison with 3 rd line product and services engineering teams to address customer queries or issues efficiently
• Guide customers through software implementation, integration, and best practices to maximise operational benefits
• Support the customer facing team of Application Engineers in the provision of training sessions, providing structure and guidance on the tools and assets used in its delivery
• Stay up to date with satellite industry trends and developments to anticipate customer needs and challenges

Process & Performance Management

• Ownership and continued improvement of the Customer Support & Maintenance Model; including customer success processes, playbooks, and engagement strategies
• Maintain accurate records of customer interactions, satisfaction levels, and commercial opportunities in CRM systems
• Monitor key customer success metrics, including retention rates, churn risk, and revenue growth

Essential skills and experience

We see experience with the following as essential to the job:

• Previous experience in customer account management
• Understanding of satellite operations, satellite ground segment software, or satellite mission planning
• Familiarity with satellite communication protocols, telemetry data, or mission control software
• Ability to interpret technical documentation and translate technical concepts for non-technical stakeholders

Personal skills

We’re especially looking for someone with the following skills and experience:

• Previous experience in developing and executing on a customer success strategy
• Strong communication and interpersonal skills, with the ability to engage effectively with technical and commercial stakeholders
• Excellent problem-solving abilities, with a proactive approach to identifying and resolving customer challenges
• Commercial mindset, with a track record of identifying revenue opportunities and negotiating renewals
• Highly organised with strong project management skills and the ability to manage multiple customer accounts
• Experience with managing, leading and developing teams
• Self-motivated and able to work independently while collaborating across teams

We think that the following skills would definitely be valuable in this role:

• Experience in a customer-facing role within the satellite, aerospace, or telecommunications industry
• Knowledge of cloud-based software deployment and SaaS business models
• Experience using CRM tools such as Salesforce, Hub Spot, or…