Customer Experience Manager

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.