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Permanent

Customer Experience Manager

Edinburgh
money-bag £45000 - £55000/annum
Posted Yesterday


Customer Experience Manager - Satellite Software | Edinburgh (Hybrid)
Sector: Space Tech | Full-time or Flexible | Salary: Competitive + Benefits
I''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.

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