Manager, Starlink Customer Success (Europe, Middle East & Africa)

SpaceX • Redmond, WA

9h • Onsite

About The Position

The Manager, Starlink Customer Success (Europe, Middle East & Africa) will lead the team responsible for SpaceX's enterprise reseller business across the EMEA region. This role involves managing Customer Success Managers, Leads, and Specialists, and is accountable for the performance and growth of the existing customer base. The team's responsibilities include growing revenue, expanding customer usage of Starlink, and maintaining strong commercial relationships. This requires navigating significant market differences across EMEA, including local billing, tax, payment, import/logistics, regulatory, and product availability issues. The role is a player-coach position, requiring the individual to set priorities, coach their team, and maintain high performance standards. The manager will also engage directly with key customers on growth opportunities, renewals, payment issues, and escalations, ensuring a deep understanding of the customer book and driving team follow-through.

Requirements

• Bachelor's degree or equivalent professional experience
• 6+ years in customer success, account management, sales, or another commercial role for a technical product
• 3+ years owning and growing a book of existing customers, with direct responsibility for revenue, retention, or expansion
• 2+ years of direct people management
• Experience managing enterprise customers across multiple countries or markets
• Must be willing to work onsite five days per week
• Must be willing to travel regularly throughout Europe, the Middle East, and Africa and to other SpaceX locations
• Must be available for early mornings, evenings, and occasional weekends to support customers across time zones and commercial deadlines
• Must be able to meet requirements for international travel
• To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State.

Nice To Haves

• Strong track record of growing revenue within existing enterprise accounts
• Experience leading a commercial book across Europe, the Middle East, and/or Africa
• Experience operating across markets with different currencies, billing structures, tax requirements, regulatory environments, and payment practices
• Commercial mindset with the ability to understand a customer’s business, find opportunities, and turn them into revenue
• Experience leading geographically distributed teams responsible for customer and revenue goals
• Strong financial understanding, including pricing, billing, collections, payment terms, and international customer payments
• Experience working through complex customer issues across tax, logistics, regulatory requirements, capacity, or operations
• Ability to establish a consistent commercial approach while adapting execution to local market requirements
• Clear and direct communicator who can work effectively across different countries, cultures, and customer environments
• Experience in telecommunications, satellite, connectivity, networking, or another technical industry

Responsibilities

• Lead, hire, and develop a team of Customer Success Managers, Leads, and Specialists across Europe, the Middle East, and Africa
• Grow revenue across an existing book of enterprise resellers operating across a diverse set of markets
• Help the team identify and close opportunities for customers to expand their use of Starlink across hardware, service, data, and products
• Build hardware and service forecasts that leadership can rely on, accounting for differences in customer demand and execution across countries
• Develop a clear view of where the largest opportunities and risks are across the region and focus the team accordingly
• Work through local billing, tax, payment, regulatory, capacity, logistics, and activation issues when they are blocking revenue
• Partner with Sales, Channel Sales, Finance, Tax, Engineering, Operations, Support, and Logistics to move customer opportunities forward
• Align closely with regional Sales and Channel Sales teams so resellers receive a clear and consistent message across markets
• Identify issues that repeat across countries and work with the right teams to create solutions that can scale across the region
• Stay close enough to the work to know when to coach, when to step in, and when to let the team run independently

Benefits

• SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager