Senior Manager, Global Customer Success

IonQ

14d•$148,000 - $185,000•Remote

About The Position

IonQ is hiring a global post-sale leader for its space portfolio, including Capella Data as a Service (DaaS) and satellite systems, Skyloom optical communications terminals and crosslink solutions, and broader space offerings. The role leads customer success and technical support as one global organization, accountable for onboarding, adoption, mission outcomes, renewals, and support performance for enterprise, defense, government, and international partner customers. This is a build-and-scale leadership role responsible for defining the operating model, establishing support functions and SLAs, and growing a distributed team across time zones. The role is listed as remote in the U.S., with travel stated as up to 20% domestically and internationally. The requirements section separately notes willingness to travel up to 30%, including international travel.

Requirements

10+ years in customer success, technical support, services, or post-sale leadership, including 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, with a record of improving NRR, reducing churn, and driving measurable adoption of technical products.
Experience building an early-stage technical support organization, including tiered models, SLA commitments, escalation paths, on-call and follow-the-sun coverage, and incident management.
Experience serving U.S. government, defense, and intelligence customers alongside commercial and international accounts, including mission-critical delivery expectations and ITAR/EAR export-control constraints.
Ability to engage credibly 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 Haves

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, including partner-delivered service models.
Active U.S. security clearance, or eligibility to obtain one.
Familiarity with customer success and support platforms such as Gainsight, Salesforce Service Cloud, Zendesk, and Jira Service Management, and with support automation or AI-assisted deflection.

Responsibilities

Lead the global customer success and technical support organization, including regional customer success managers, technical account managers, and tier 1–3 support engineers.
Own post-sale commercial outcomes, including gross and net revenue retention, subscription and tasking-capacity renewals, expansion pipeline generated with sales, and churn reduction.
Define and run the customer lifecycle, including onboarding and first-mission time-to-value, adoption and usage monitoring, success planning, executive business reviews, and health scoring with clear escalation triggers.
Establish and operate the technical support function, including a tiered support model, follow-the-sun coverage, SLA and SLO definition, incident and outage response, root-cause analysis, and postmortem practices.
Partner with engineering, mission operations, and product to resolve escalations, drive problem management, and feed recurring customer issues and requirements into the roadmap.
Support channel and partner ecosystems by enabling partner-delivered success and support, defining partner and IonQ responsibilities, and maintaining consistent service quality across indirect customers.
Measure support ticket volumes and deflection, first-response and resolution times, CSAT/NPS, adoption, and consumption; report performance to executive leadership.
Build the team and tooling by hiring and developing global talent, selecting and operating CRM/customer success and ticketing platforms, and creating knowledge base, documentation, and self-service resources.