Head of Customer Success and Solution Engineering

Role Highlights:

• Head of Customer Success and Solution Engineering

• Location: Europe
• Permanent
• Remote/Hybrid

Who are we?

ICEYE is the global leader in synthetic aperture radar (SAR) satellite operations for Earth Observation, persistent monitoring, and natural catastrophe solutions; owning and operating the world's largest SAR constellation. ICEYE is headquartered in Finland and operates from five international locations with more than 600 employees from nearly 60 countries, inspired by the shared vision of improving life on Earth by becoming the global source of truth in Earth Observation.

Our satellites acquire images of Earth at any time – even when it’s cloudy or dark – providing commercial and government partners with unmatched persistent monitoring capabilities. Information derived from our SAR images helps customers make data-driven decisions to address time-critical challenges in various sectors, such as maritime, disaster management, insurance, and finance.

Our team is a tight-knit group of experts across many disciplines (e.g., engineering, software development, radar technology, etc.). We’re innovative, driven people who strive for excellence in everything we do. Teamwork, curiosity, and having fun are core values at ICEYE, and contribute to Making the Impossible possible!!

Why should you work for us?

ICEYE is at the cutting edge of new technology and we are continuing to build and operate our commercial constellation of SAR satellites. Working with ICEYE, you will be part of making the impossible possible, whilst shaping the Earth Observation industry. You will work with varied, diverse and engaged colleagues to further the ICEYE mission. At ICEYE we realise that without great people we can not succeed, therefore you will be an integral, valued and appreciated colleague, with the ability to directly shape the vision and direction of the business. 

We actively support Continuous Professional Development, and will provide access to a range of avenues to allow you to succeed, including courses, training and attendance at conferences. ICEYE is a place where your development, your growth and your success is a priority. 

About the role?

We are looking for a Head of Customer Success & Solution Engineering to join ICEYE’s Solutions organization and lead a global team ensuring seamless product adoption, customer satisfaction, and long-term customer retention across key industries. The Solutions team’s mission is to deliver unique insights and solutions to Insurance and Government customers utilizing the data produced by our proprietary constellation of radar enabled satellites and other sensors and sources. Our initial area of focus is natural catastrophe use cases as they relate to the re-/insurance, government, banking and utilities  sectors.

This role will drive customer engagement and an effective onboarding process, product operationalisation, and measurable business value for our customers. Acting as the voice of the customer, you and the team will collaborate with Sales, Product, and Operations to refine solutions, optimize support, and identify growth opportunities. You will also own key strategic accounts, facilitating  an successful implementation and use of ICEYEs products and solutions. Strong leadership and problem-solving skills as well as a customer-first mindset are essential to success in this role.

Responsibilities:

As a Head of Customer Success & Solution Engineering you will:

• Lead and further grow a high-performing global team of Customer Success Managers and Solution Engineers to support/increase sales effectiveness, successfully manage customer relationships, drive product deployment and adoption, maximize ROI, and ensure long-term retention.
• Develop and execute strategies to maintain high customer satisfaction levels across our focus sectors.
• Further streamline onboarding processes to ensure customers quickly realize value from ICEYE’s solutions.
• (Together with the team) Act as the voice of the customer within the organization, ensuring product and service improvements align with customer needs, and maintaining a regular and structured customer success/product feedback cycle.
• Ensure a high-quality customer support framework supports successful product operationalization and resolves technical and operational issues efficiently together with Operations and Products.
• Maintain and further develop a clear view of the ICEYE Solutions value add and customer ROI that we enable with our different products.

In addition, as a Customer Success Manager,  you will own selected strategic accounts including:

• Leading the onboarding process and facilitating  an effective and successful implementation and usage of ICEYE’s products and solutions, including:
• Understanding the customer's needs and expectations and providing effective ICEYE solutions that meet their requirements and address existing challenges.
• Assessment of fit/ business benefit in the customer context and developing together with the customer an approach to achieve quantifiable value add (e.g., ROI) from ICEYE’s products and solutions.
• Joint customer / ICEYE solution implementation planning & management.
• Developing and nurturing relationships with key stakeholders throughout the whole customer lifecycle, including:
• Providing customers with guidance on the use of ICEYE’s products and solutions and proactively assisting them in resolving any challenges that may arise.
• Monitoring customer satisfaction levels and tracking key performance indicators (KPIs) to ensure that customer expectations are being met.
• Developing and implementing strategies to enhance customer satisfaction and loyalty.
• Closely collaborating with sales and  account managers to support client contract renewals and identify opportunities for up- and cross-selling, as well as sharing best practices and success stories.

Must have:

• 5+ years of experience in a customer-facing role such as customer solutions/success, consultancy and/or project management.
• 3+ years of experience leading a global customer success  team.
• Proven leadership experience managing and scaling global customer success and/or solution engineering teams.
• Proven track record of driving customer retention, expansion, and revenue growth through strategic customer success initiatives.
• 2+ years of experience in the financial services industry and/or government, preferably in the context of  high-tech solutions.
• Deep knowledge of industry trends and best practices in customer success, with the ability to define and effectively operationalize improvements to existing structures and processes.
• Profound experience working closely with sales, product, and engineering teams to drive business outcomes.
• Customer-first mindset: Deep understanding of customer needs and ability to translate them into scalable solutions and understanding of regional differences in customer expectations, data regulations, and business cultures.
• Problem-solving & solution-oriented mindset with the ability to proactively identify issues and develop effective solutions.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
• Self-motivated, proactive work style, with a strong challenger mindset.
• Energized by a “test and learn”, highly dynamic environment.
• Passionate about the potential to drive innovation and transformation using unique new sources of data - including satellite based Earth Observation data.

Nice to have:

• High level understanding of geospatial products, in particular NatCat related.