Role Description The Customer Success team at Planet is seeking a new Customer Success Manager to maintain relationships with customers in our strongly growing EMEA Defence and Intelligence segment. Your mission will be to act as our main point of contact and trusted advisor for our customers during their time with Planet and focus on client retention. The ideal candidate is a self-starter, creative thinker, and a great communicator. Maintaining a human-centered approach, you will help drive value realization and return on the client’s investment. In addition, you will grow and utilize your defence & intelligence domain expertise and good working knowledge of remote sensing, GIS and geospatial imagery products to be our customer’s go-to Planet ambassador. This is a full-time, remote position based in Germany, Austria, Slovenia or the Netherlands, that will require regular access to customers in the Middle East. If located near an office, you are expected to work from that office 3 days per week. Impact You’ll Own - Build and maintain strong, long-lasting customer relationships - Assist customers to expand their usage and adoption of our products - Onboard and train new clients - Co-own contract renewal with sales - Provide excellent customer experience, ensure successful delivery of our services, produce timely solutions according to customer needs and goals - Communicate consistently with clients throughout the contract life-cycle, escalating important issues where needed - Work closely with Sales Representatives and other teams across the company - Bring in domain knowledge and be the trusted advisor to our Defence & Intelligence customers Qualifications - 4+ years of experience in Customer Success, account management or similar - Bachelor’s degree in a relevant field - Experience successfully managing customer relationships or projects in defence - Professional working proficiency in English, the language of the company, and Arabic - Ability to successfully communicate and coordinate with international customers & sales teams - Experience working with defence and intelligence customers across the Middle East - Excellent problem-solving skills, proactive work style, and ability to work independently - Ability to multitask and prioritize job requirements - Ability to travel internationally What Makes You Stand Out - Experience in Earth observation and related fields - Experience working with government customers - Working knowledge of geospatial technologies, GIS or Remote Sensing - Experience as an intelligence professional, imagery analyst or related field Benefits - Paid time off including vacation, holidays and company-wide days off - Employee Wellness Program - Home Office Reimbursement - Monthly Phone and Internet Reimbursement - Tuition Reimbursement and access to LinkedIn Learning - Equity - Volunteering Paid Time Off Application Deadline June 30, 2026 by 11:59p / 23:59 CET (Central European Time)

• Providing fast, high-quality support to customers (email/chat/help desk). • Improving onboarding and retention by proactively helping users succeed. • Turning customer feedback into prioritized insights for the team. • Building and maintaining a help center / FAQ / internal support playbooks. • Working directly with founders on customer success strategy.

Job Description: Customer Success Manager Location: Remote Overview: At Quickbase, we believe exceptional employees are not only the key to our success, but also to our customers’ success. Our customer-centric approach is fundamental to our success, and we are looking for a passionate and experienced Customer Success Manager to join our team. In this role, you will be instrumental in driving customer value realization, adoption, retention, and expansion, ensuring that our customers derive the maximum value from our platform. Position Overview: As a Customer Success Manager (CSM) at Quickbase, you will take ownership of the customer journey from onboarding through to ongoing success and growth. You will build strong relationships with key customer stakeholders, understand their business objectives, and help them achieve those objectives by fully utilizing our SaaS solutions. Your ultimate goal will be to drive adoption, reduce churn, identify opportunities for expansion, and ensure customer satisfaction and long-term success. Key Responsibilities: - Customer Onboarding & Adoption: - Create deep, value based relationship with customers to understand the outcome Quickbase needs to generate to be considered a success. - Lead the onboarding process for new customers, ensuring a smooth transition from sales to implementation. - Guide customers through product setup, configuration, and training, ensuring they understand how to leverage the full potential of the platform. - Create customized success plans that align with the customer’s specific business goals and objectives. - Facilitate training sessions, webinars, and product demonstrations to encourage rapid adoption. - Value Realization: - Work closely with customers to identify and track key performance indicators (KPIs) that demonstrate value from Quickbase solutions. - Proactively assess customer usage patterns and provide recommendations to optimize their experience, ensuring they achieve desired outcomes. - Monitor customer health and engage with stakeholders to ensure alignment with their goals, offering guidance and best practices along the way. - Customer Retention & Satisfaction: - Build strong, long-lasting relationships with customers by acting as their trusted advisor and ensuring they are achieving their business objectives. - Address customer concerns promptly and effectively, working to resolve any issues before they impact retention. - Regularly check in with customers, ensuring continued engagement and satisfaction, and identifying potential risks or areas for improvement. - Conduct periodic business reviews with customers to assess progress, address challenges, and set future goals. - Expansion & Growth: - Identify opportunities for upselling and cross-selling additional products or features based on customer needs and business growth. - Partner with the sales team to expand customer accounts, ensuring that additional products or services are aligned with customer goals. - Drive expansion initiatives, such as increasing product usage or adoption within different departments or teams within the customer organization. - Customer Advocacy & Feedback: - Serve as the voice of the customer within the organization, sharing customer feedback with product, marketing, and development teams to enhance the platform. - Advocate for customer needs, ensuring they are being addressed through product enhancements, feature updates, and improvements. - Build customer references and case studies that highlight customer success stories, promoting these internally and externally. - Collaboration & Cross-Functional Support: - Work closely with Sales, Product, and Support teams to ensure a unified customer experience and seamless communication across the organization. - Collaborate with Customer Experience teams to help shape customer success campaigns, educational content, and customer communications. - Provide feedback on customer needs and product gaps to guide future roadmap development. - Risk Management & Churn Prevention: - Proactively monitor customer health metrics to identify at-risk accounts and create risk mitigation plans. - Work with at-risk customers to understand their concerns and implement remediation strategies to prevent churn. - Utilize data and analytics to anticipate issues and ensure proactive engagement with customers. Qualifications: - Experience: Minimum of 5 years of experience in a customer-facing role, preferably in a SaaS or technology environment, with a focus on customer success, account management, or relationship management. - Skills: Strong relationship-building, communication, and problem-solving skills, with the ability to engage C-level executives and other key stakeholders. - Technical Proficiency: Solid understanding of SaaS products and a proven track record of helping customers adopt and leverage technology to achieve business goals. - Customer-Centric Mindset: Deep commitment to ensuring customers succeed and derive value from their investment, with a passion for customer advocacy and satisfaction. - Analytical Ability: Comfortable with data analysis, using customer success software, CRM tools (e.g., Salesforce, Gainsight), and KPIs to monitor account health and drive decisions. - Adoption: Analyze product adoption; provide insight into how customers are using Quickbase, identify opportunities to improve their value of the platform, and set them on the path to success. - Expansion Focus: Experience identifying opportunities for account growth, including upselling and cross-selling. - Project Management: Strong organizational and time management skills, with the ability to manage multiple customers and projects simultaneously. - Education: Bachelor’s degree or equivalent experience; additional certifications in customer success are a plus. - Travel: Flexibility for travel (approximately 10%) Bonus Qualifications: - Experience supporting SaaS or other complex IT projects within large enterprises - Business process, data modeling and workflow experience - Familiarity with Javascript, relational databases and APIs - Hands-on advanced knowledge of Quickbase - CAPM or PMP Certification Why Join Us: - Opportunity to be a part of high-impact CS team in a growing SaaS company. - Development and career growth opportunities in the technology sector. - Competitive compensation and benefits package. At Quickbase, we believe in pay transparency and are committed to equitable pay practices. The compensation range for this role is $59,000-101,000 per year. The exact compensation offered will be based on experience, skills, and alignment with internal equity. Beyond salary, employees receive bonus/commission eligibility and access to a full benefits package including health insurance, 401k, paid time off, etc.

We believe in the power and joy of learning At Cengage, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Cengage's Higher Education business, Cengage, supports learning and student success by providing materials and digital solutions to faculty and students enrolled in two-year, four-year and vocational programs. We currently serve more than 10 million of the 18 million students in US higher ed. Setting a new standard of service for our customers, we deliver quality, easy-to-use course materials from textbooks and eBooks to courseware such as MindTap and WebAssign. In the US, we offer Cengage Unlimited and Cengage Unlimited for Institutions. We help instructors be better teachers, we help institutions solve problems and we empower students to leverage the power and joy of learning to transform lives. Our culture values inclusion, engagement, and discovery Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/. What you'll do here: As the Manager, Customer Success, you will play a strategic and hands-on leadership role in shaping the customer experience across our digital learning platforms. You will lead a team of Customer Success Specialists who serve as trusted advisors to educators, librarians, and institutional partners throughout the customer lifecycle—from initial engagement and pre-sale consultation to onboarding, training, and long-term support. This role is central to our mission of empowering educators and learners through innovative digital solutions. You will work closely with regional Sales Managers to align customer success initiatives with sales goals, ensuring that our platforms are not only adopted but embraced by users. Your team will be instrumental in demonstrating product value, driving engagement, and ensuring that customers achieve their desired outcomes. You will also support and drive the implementation and scaling of customer success strategies that support our ELT, HED, and Gale businesses. This includes training frameworks, monitoring customer health metrics, and implementing proactive engagement plans to reduce churn and increase satisfaction. Your leadership will help ensure that every customer interaction reflects our commitment to excellence, innovation, and partnership. This is a highly collaborative role that requires cross-functional coordination with Sales, Marketing, Product, and Technical Support teams. You’ll need to be both a strategic problem solver and a tactical executor—capable of inspiring your team, optimizing processes, and delivering measurable results in a fast-paced, evolving environment. Key Accountabilities: People Leadership - Lead and inspire a team of Customer Success Specialists, fostering a culture of customer-centricity, collaboration, and performance excellence. - Set clear expectations, manage performance, and support professional development to build a high performing, engaged team. - Attract, retain, and develop top talent while promoting a positive and inclusive team environment. - Collaborate cross-functionally with Sales, Marketing, Product, and Technical Support to ensure a seamless and consistent customer experience. Pre-Sales Support - Partner with Sales Managers to support digital sales efforts by aligning customer success activities with sales strategies. - Guide the team in demonstrating platform capabilities, supporting onboarding conversations, and contributing to deal closure. - Provide actionable insights into customer needs and feedback to inform sales approaches and product development. Post-Sales Enablement & Adoption - Be responsible for the delivery of effective onboarding and enablement plans to ensure customers are confident and successful in using Cengage digital products. - Support and implement scalable training frameworks, resources, and success plans to drive sustained usage and engagement. - Monitor customer health and proactively address adoption challenges or satisfaction concerns to reduce churn and enhance retention. - Support the execution of seasonal customer engagement programs, such as Back-to-School initiatives, in collaboration with Marketing. Analytics & Reporting - Track and analyse customer usage data, health metrics, and feedback to identify trends, risks, and opportunities. - Use data to inform strategy, optimize team performance, and enhance the customer experience. - Provide regular reporting on customer outcomes, engagement, and success metrics to internal partners and senior leadership. Skills you will need here: - Minimum of 5 years of experience in Customer Success, Account Management, or related roles within the EdTech, SaaS, or publishing industries. - At least 2 years of experience managing teams, with a proven track record to lead, coach, and develop high-performing individuals. - Strong understanding of the Higher Education, English Language Teaching (ELT), and/or academic library markets is highly desirable. - Understand how customer needs and challenges translate into opportunities. - Demonstrated expertise in digital learning tools, customer lifecycle management, and strategies to drive user adoption and engagement. - Excellent communication, stakeholder management, and cross-functional collaboration skills. - Experience with Salesforce, customer success platforms, or Learning Management Systems (LMS) is highly desirable. - Proficiency with Microsoft Word, Excel, PowerPoint, PowerBI Travel Requirements: - The post holder might be required to travel within the assigned territory as well as outside of the assigned territory on occasion. Travel may also take place over weekends. The post holder must possess a valid passport for travel. Other - The post holder will be fluent in spoken and written English (other languages desirable) - Hold a current valid driver’s licence. Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws. Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com. About Cengage Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.