Customer Success Manager - Satellite Ground Communications

Introduction

With headquarters in Tromsø, Norway, Kongsberg Satellite Services AS (KSAT) supplies ground station services for satellite space-to-ground communications. KSAT is the world’s largest supplier of telemetry, tracking and command (TT&C) and data acquisition services for non-geostationary satellites.

Founded in 1968, KSAT has grown to over 500 employees with an annual revenue of approximately $200M. About 50% of KSAT’s annual revenue comes from the US. The wholly owned subsidiary KSAT Inc. (aka. KSAT USA) office is located in the Denver, Colorado area and is rapidly growing in response to strong US Government and industry demand for commercial ground segment services.

Summary of Position

KSAT USA is seeking a Customer Success Manager. As a Customer Success Manager, you will be responsible for managing customer relations within your portfolio. This includes overseeing customer onboarding processes for our standardized services, conducting regular check-ins, and collecting feedback to ensure satisfaction. You will also handle renewal management and performance monitoring, which involves maintaining detailed records of customer interactions, feedback, and progress. In this role, you will manage multiple customers of varying sizes and serve as the voice of the customer internally, sharing valuable customer insights with relevant teams to enhance service delivery.

As Customer Success Manager, you will work as part of a matrixed organization, functionally reporting to service leadership Norway with day-to-day support and oversight from leadership in Denver. The role will be local to the Greater Denver region. Relocation assistance to the Greater Denver region is available for the right candidate.

 Joining the KSAT Team means:

• Opportunity to work across the industry with many different players in industry and government; (big market share in non-geostationary space means KSAT knows most of the industry)
• Opportunity to actively grow and directly contribute to the success of the space industry
• Flexible work environment
• Experience in an international company with a global footprint and opportunities to work across cultures
• Engaging teammates: small team of dedicated, “A-class” teammates. Being part of a nimble and passionate team (like a start-up), with the financial security and product technology readiness level of an established company – the best of both worlds

Details of the Role

Essential Job Duties, Responsibilities, Requirements:

Primary tasks and 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.
• Deliver projects on time with high quality in accordance with ISO 9001:2015 standards, and within cost based on KSAT defined goals.
• Lead cross-functional and diverse project teams.
• Be visible within internal and external meetings as the assigned leader responsible for customer success.
• Manage and develop relationships with customers and stakeholders while monitoring activity and proactively address engagement or adoption gaps to enhance and advise how to better utilize KSAT’s services.
• Ensure customer success by providing solutions from all customer inquiries or when issues arise while working with the KSAT team; and handle escalations professionally and work toward timely resolution.
• 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
• Demonstrated competency with MS Project or tools
• Demonstrated experience communicating across levels and media, including writing and delivering formal status reports to senior internal and external management

 Personal qualities

• Easily take a leading position and create progress in projects
• Skill for building good relations in teams and with customers
• Capable of managing several projects and activities in parallel
• Flexible approach
• Strong technical and business/economics acumen
• Comfortable working with different cultures all over the world

   Travel

• Travel is estimated at 20%
• Travel will be necessary to customer sites (primarily within the USA)
• Travel will be necessary to Tromsø, Norway, yearly

  Education and certifications

• Project management certification desired (e.g. PMP)
• Undergraduate education in a business or technical field (engineering, business, physics, etc)

 The Top Priorities During the First 6 Months:

• Take ownership of an assigned portfolio of customers, including responsibility for delivery, schedule, and cost.
• Establish relationships with customer points of contact for assigned projects, with recurring meetings/dialogues
• Becoming familiar with internal stakeholders and resources, traveling to Norway for onboarding and team-development activities

 Compensation

The target compensation range of this position is $90K - $120K.

 Benefits Package Highlights:

• Four weeks of PTO annually
• $0 individual medical insurance with generous coverages
• Flexible working environment
• Fitness expense reimbursement program
• Tuition reimbursement program
• International travel opportunities