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Planet designs, builds, and operates the largest constellation of imaging satellites in history, delivering empirical geospatial data via a cloud-based platform to commercial, environmental, and humanitarian sectors. As Manager of Customer Success for Commercial Markets, you will lead a global team of Customer Success Managers dedicated to accelerating adoption, retention, and expansion across Planet's key commercial accounts in agriculture, energy, insurance, finance, and enterprise technologies.
Reporting to the Global Director of Customer Success, you oversee daily operations for the commercial portfolio and ensure your team has the strategy and resources to deliver measurable business value and ROI. You serve as a leader and advocate for strategic enterprise customers, acting as the key escalation point for critical account health and commercial growth. You will work closely with Regional Sales Directors, Account Executives, Pre-Sales, and Product leadership to execute a unified commercial strategy.
Key responsibilities include: managing regional/segment performance metrics (Gross Retention, Net Retention, NPS, account expansion, team hiring/retention); recruiting, mentoring, and leading a high-performing team of CSMs across the US and Europe; serving as senior escalation point for key commercial accounts; partnering with Sales Leadership on account growth strategies and renewals; co-leading executive business reviews and establishing ROI frameworks; analyzing customer usage data and health scores to identify expansion opportunities and mitigate churn; collaborating with Pre-Sales, Solutions Engineering, and Professional Services on post-sale implementation; and partnering with Product Management to align commercial requirements with the product roadmap.
You bring 4+ years of customer success, account management, or strategic customer-facing experience in enterprise B2B SaaS or technology, with 2+ years in a supervisory or team leadership role. You have deep understanding of commercial business models, a track record of building relationships with C-suite and VP-level stakeholders, ability to align internal teams around customer outcomes, proficiency with CRM and CS tools (Salesforce, Gainsight, Zendesk), and exceptional communication skills. Experience in Earth Observation, GIS, remote sensing, or public policy is a plus.
This is a full-time hybrid role requiring 3 days per week in either the San Francisco or Washington D.C. office.
