KSAT Inc.
Customer Success Manager - Satellite Ground Communications
KSAT Inc., Denver, Colorado, United States, 80285
Overview
Customer Success Manager - Satellite Ground Communications at KSAT Inc. KSAT provides ground station services for satellite space-to-ground communications and is a leading supplier of TT&C and data acquisition for non-geostationary satellites. Location: Greater Denver region (local to Denver, Colorado); relocation assistance available for the right candidate. Details of the Role
KSAT USA is seeking a Customer Success Manager responsible for managing customer relations within your portfolio. This includes overseeing customer onboarding for standardized services, conducting regular check-ins, collecting feedback to ensure satisfaction, renewal management, and monitoring performance. You will manage multiple customers of varying sizes and serve as the voice of the customer internally, sharing insights with relevant teams to enhance service delivery. You will work as part of a matrixed organization, functionally reporting to service leadership Norway with day-to-day support from leadership in Denver. Responsibilities
Serve as the primary point of contact for assigned customers, managing relationships throughout the customer lifecycle. Onboard new customers, ensuring smooth implementation and adoption of services. Understand each customer’s business objectives and develop success plans to achieve them. Lead cross-functional and diverse project teams; ensure delivery on time and with high quality in accordance with ISO 9001:2015 standards and KSAT goals. Be visible in internal and external meetings as the assigned leader for customer success. Manage and develop relationships with customers and stakeholders; monitor activity and proactively address engagement or adoption gaps. Provide solutions for customer inquiries and handle escalations professionally with timely resolutions. Focus on risk and cost management; support sales and business development to grow KSAT’s contract backlog by identifying upsell and cross-sell opportunities in partnership with the sales team. Track and report on customer health metrics, churn risk, and satisfaction scores (e.g., NPS). Facilitate regular business reviews with customers to showcase value and results. Requirements
Current US Citizenship Must be clearable for US DoD Security Clearance Required Experience
2+ years managing projects supporting USG or commercial space/technology programs Demonstrated working experience in the Aerospace and Defense industry is preferred Experience in the LEO space industry is preferred Demonstrated success delivering projects on budget and on time Competency with MS Project or similar tools Experience communicating across levels and media, including writing and delivering formal status reports to senior internal and external management Personal Qualities
Ability to lead and drive progress in projects Skilled at building good relations with teams and customers Capable of managing several projects and activities in parallel Flexible approach Strong technical and business/economics acumen Comfortable working with different cultures worldwide Travel
Approximately 20% travel Travel to customer sites (primarily within the USA) and yearly travel to Tromsø, Norway Education and Certifications
Project management certification desired (e.g., PMP) Undergraduate education in a business or technical field (engineering, business, physics, etc.) Top Priorities During the First 6 Months
Take ownership of an assigned portfolio of customers, including delivery, schedule, and cost responsibilities. Establish relationships with customer contacts through recurring meetings and dialogues. Familiarize with internal stakeholders and resources; travel to Norway for onboarding and team development. Compensation
The target compensation range is $90K - $120K. Benefits Package Highlights
Four weeks of PTO annually Employer-subsidized medical coverage Flexible working environment Fitness expense reimbursement Tuition reimbursement International travel opportunities
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Customer Success Manager - Satellite Ground Communications at KSAT Inc. KSAT provides ground station services for satellite space-to-ground communications and is a leading supplier of TT&C and data acquisition for non-geostationary satellites. Location: Greater Denver region (local to Denver, Colorado); relocation assistance available for the right candidate. Details of the Role
KSAT USA is seeking a Customer Success Manager responsible for managing customer relations within your portfolio. This includes overseeing customer onboarding for standardized services, conducting regular check-ins, collecting feedback to ensure satisfaction, renewal management, and monitoring performance. You will manage multiple customers of varying sizes and serve as the voice of the customer internally, sharing insights with relevant teams to enhance service delivery. You will work as part of a matrixed organization, functionally reporting to service leadership Norway with day-to-day support from leadership in Denver. Responsibilities
Serve as the primary point of contact for assigned customers, managing relationships throughout the customer lifecycle. Onboard new customers, ensuring smooth implementation and adoption of services. Understand each customer’s business objectives and develop success plans to achieve them. Lead cross-functional and diverse project teams; ensure delivery on time and with high quality in accordance with ISO 9001:2015 standards and KSAT goals. Be visible in internal and external meetings as the assigned leader for customer success. Manage and develop relationships with customers and stakeholders; monitor activity and proactively address engagement or adoption gaps. Provide solutions for customer inquiries and handle escalations professionally with timely resolutions. Focus on risk and cost management; support sales and business development to grow KSAT’s contract backlog by identifying upsell and cross-sell opportunities in partnership with the sales team. Track and report on customer health metrics, churn risk, and satisfaction scores (e.g., NPS). Facilitate regular business reviews with customers to showcase value and results. Requirements
Current US Citizenship Must be clearable for US DoD Security Clearance Required Experience
2+ years managing projects supporting USG or commercial space/technology programs Demonstrated working experience in the Aerospace and Defense industry is preferred Experience in the LEO space industry is preferred Demonstrated success delivering projects on budget and on time Competency with MS Project or similar tools Experience communicating across levels and media, including writing and delivering formal status reports to senior internal and external management Personal Qualities
Ability to lead and drive progress in projects Skilled at building good relations with teams and customers Capable of managing several projects and activities in parallel Flexible approach Strong technical and business/economics acumen Comfortable working with different cultures worldwide Travel
Approximately 20% travel Travel to customer sites (primarily within the USA) and yearly travel to Tromsø, Norway Education and Certifications
Project management certification desired (e.g., PMP) Undergraduate education in a business or technical field (engineering, business, physics, etc.) Top Priorities During the First 6 Months
Take ownership of an assigned portfolio of customers, including delivery, schedule, and cost responsibilities. Establish relationships with customer contacts through recurring meetings and dialogues. Familiarize with internal stakeholders and resources; travel to Norway for onboarding and team development. Compensation
The target compensation range is $90K - $120K. Benefits Package Highlights
Four weeks of PTO annually Employer-subsidized medical coverage Flexible working environment Fitness expense reimbursement Tuition reimbursement International travel opportunities
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