Principal Customer Success - Contract to Hire

The Jupiter Customer Success and Solutions (CSS) team interacts with every customer at Jupiter and is involved in every area of the company, engaging with cross-functional teams across sales, science, marketing and engineering.  The Principal, Customer Success role is essential for increasing solution adoption, expanding customer relationships and helping to grow incremental business. This role is a mix of responsibility that requires someone who can deliver in partnership with the Solutions team and own renewal business. 

The Principal, Customer Success role is a critical position responsible for driving long-term customer value, increasing solution adoption, and expanding strategic relationships across Jupiter’s customer base.  The individual should have interpersonal skills to communicate with customers at any level/seniority and must deliver solutions that meet climate risk business needs. The primary function for this role will be:

• Commercial Ownership: Drive renewal business and development of accounts

• Customer Advocacy: Develop a thorough understanding of client objectives and success metrics to drive tailored solutions that will ultimately increase adoption and retention

• Expertise: You must deliver solutions that meet climate risk business needs, maintain high customer satisfaction, and act as a subject matter expert across all of Jupiter’s domains.

Success in this role requires a blend of deep technical aptitude, strong relationship management, and the ability to contextualize climate analytics for business decision-makers. The ideal candidate for this role has experience working with financial services companies in a customer success role, preferable in climate, weather, or ESG capacity.

• Lead engagements with Jupiter customers and ensure account retention, solution adoption, and value delivery
• Map customer organizations to identify additional key stakeholders and potential upsell opportunities
• Drive renewal readiness, proactively address risks, lead commercial renewal, and expansion cycles
• Perform customer onboarding, implementation and training
• Be the primary point of contact with customers and manage all aspects of the customer engagement
• Generate customer criteria and KPIs that are regularly tracked and updated with the customer
• Lead Quarterly Business Reviews (QBRs) to ensure alignment between Jupiter products and customer needs, identify growth opportunities, and strengthen Jupiter’s position as a strategic advisor 
• Maintain customer playbooks to track customer insights and ensure all internal CRM systems reflect the latest customer information
• Answer technical customer questions and manage internal cross-functional coordination (Product, Engineering, Sales, Support, Science teams) from customer escalation to resolution
• Monitor customer health scores, identify risk signals early, and create mitigation plans
• Collect and distribute key customer requirements and act as a customer proxy when engaging product teams
• Analyze product usage, climate analytics results, and adoption data to drive action with customers

We are specifically seeking candidates with demonstrable experience in climate, weather, or geospatial data environments, ideally within a customer-facing or technical-SaaS context. Strong candidates will bring:

• Experience supporting financial services clients in a customer success or client-facing role
• Experience working with climate analytics, weather data, geospatial solutions, or related scientific datasets
• Hands-on familiarity with interpreting and analyzing data outputs, ideally from models, APIs, or technical platforms
• Ability to translate scientific, geospatial, or modeling results into clear, actionable insights for non-technical stakeholders
• Proficiency with analytical or geospatial tools such as Tableau, QGIS, ArcGIS, Python notebooks, or similar
• Comfort collaborating deeply with engineering, data science, and product teams, and serving as an informed conduit between customer needs and technical requirements
• Experience with CRM tools (such as Salesforce)

Ability to create high-quality deliverables that meet executive-level expectations.

• B.S. in a physical science, computer science, finance, engineering, data analytics, or related field OR equivalent practical experience and demonstrated aptitude.
• 4-8 years of experience in a technical, analytical, or customer-facing role where you solved problems and explained complex information.
• 2+ years of experience in a customer success role, technical account manager, client services (or similar).
• Experience with climate, weather, nature, or geospatial datasets strongly preferred.