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Customer Experience Manager - Satellite Software | Edinburgh (Hybrid)Sector: Space Tech | Full-time or Flexible | Salary: Competitive + BenefitsI'm working with an exciting and fast-growing Edinburgh-based space tech company who are looking to appoint a Customer Experience Manager to join their Customer Delivery & Operations team. This is a fantastic opportunity to play a key role in shaping how customers interact with cutting-edge satellite software products used by satellite operators, manufacturers, and partners around the world. This hire will be responsible for owning the full customer journey - from pre-sales support through onboarding, ongoing relationship management, technical support, and commercial growth. The role demands a unique mix of customer-centric thinking, technical understanding, and commercial drive. Key Responsibilities:
- Act as the main post-sales contact for customers, ensuring smooth onboarding and continued success
- Build strong, long-term relationships with key stakeholders across customer organisations
- Identify upsell, cross-sell, and renewal opportunities in partnership with sales and product teams
- Lead and develop the technical support function and support the delivery of customer training
- Collaborate cross-functionally with product, engineering, and commercial teams to ensure customer satisfaction
- Monitor key metrics such as retention, churn risk, and commercial expansion
What They're Looking For:
- Previous experience in customer account management
- Strong understanding of satellite operations, ground segment software, or mission planning
- Commercial awareness and a track record of identifying growth opportunities within existing accounts
- Excellent communication skills, with the ability to work with technical and non-technical stakeholders
- Strong organisational and project management capabilities
- Team leadership and development experience
Desirable:
- Background in the satellite, aerospace, or telecommunications sector
- Experience with SaaS platforms and cloud-based deployments
- Proficiency in CRM systems such as Salesforce or HubSpot
- Familiarity with APIs, data tools, or scripting languages like Python is a plus
Location: Ideally based in Edinburgh on a hybrid basis, allowing for regular collaboration with internal teams. The company is open to some flexibility around working hours or part-time arrangements. This is a brilliant opportunity for someone who wants to be part of a purpose-led, technically ambitious organisation operating at the forefront of the satellite software space. ? If you'd like to learn more or have a confidential chat about the role, please get in touch.
