Senior Manager, Global Customer Success

The role

You will own the post-sale customer experience across the space portfolio, including Capella Data as a Service and Skyloom optical communications. You will lead a global organization responsible for customer success and technical support, covering onboarding, adoption, renewals, and support performance.

What you will do

• Lead the global customer success and technical support organization
• Own post-sale commercial outcomes including revenue retention and churn reduction
• Define and run the customer lifecycle including onboarding and success planning
• Stand up and operate the technical support function and tiered support model
• Partner with engineering, mission operations, and product to resolve escalations
• Support the channel and partner ecosystem
• Instrument the function with data and report performance to executive leadership
• Build the team and the tooling including CRM and ticketing platforms

Required qualifications

• 10+ years in customer success, technical support, services, or post-sale leadership
• 5+ years leading global or multi-region teams in geospatial data, earth observation, satellite communications, satellite systems, defense technology, or enterprise data/SaaS
• Demonstrated ownership of retention and renewal outcomes at scale
• Experience building a technical support organization from an early stage
• Experience serving U.S. government, defense, and intelligence customers
• Ability to engage with technical and mission stakeholders on remote sensing, SAR, optical communications and crosslinks, tasking, and data delivery workflows
• Bachelor’s degree in business, engineering, or a related field
• Willingness to travel up to 30%, including international travel

Nice to have

• Direct experience supporting SAR, optical imagery, or RF sensing data and analytics customers
• Background in satellite systems, optical communications terminals, ground segment, or space mission operations
• Experience scaling post-sale functions for an emerging technology or new category
• Active U.S. security clearance, or eligibility to obtain one
• Familiarity with CS and support platforms (Gainsight, Salesforce Service Cloud, Zendesk, Jira Service Management)

Benefits

• Comprehensive medical, dental, and vision plans
• Matching 401(k)
• Unlimited PTO
• Paid holidays
• Parental/adoption leave
• Legal insurance
• Home technology stipend

Before you apply

• Employment is contingent on verifying U.S. Person status for export controls and government contracts work
• May require obtaining a necessary license or confirming a license exception under U.S. export controls

About the company

IonQ, Inc. is the world’s leading quantum platform and merchant supplier delivering integrated quantum solutions. Headquartered in College Park, Maryland, the company provides quantum computing services through major cloud providers and meets needs across land, sea, air, and space.