Manager, Starlink Customer Success (Americas)

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.

MANAGER, STARLINK CUSTOMER SUCCESS (AMERICAS)

Starlink provides high-speed, low-latency internet to customers around the world. Our enterprise resellers bring Starlink to businesses across a wide range of markets and use cases.

As the Manager, Starlink Customer Success (Americas), you will lead the team responsible for our enterprise reseller business across the United States, Canada, and Latin America. The region includes large, established customers as well as customers expanding Starlink across new countries, sites, and use cases. You will manage Customer Success Managers, Leads, and Specialists and be accountable for the performance and growth of the existing book.

Your team is responsible for growing revenue with existing customers, expanding their use of Starlink across hardware, service, data, and other products, and maintaining strong commercial relationships. Across the Americas, this means operating across different markets, currencies, billing and tax requirements, logistics models, and customer needs while maintaining a consistent commercial strategy.

This is a player-coach role. You will set clear priorities, coach and develop your team, and hold a high bar for performance. You will also stay close to key customers and step into the most important growth opportunities, renewals, payment issues, and escalations. We expect you to know your book, understand where the next opportunities and risks are, and make sure your team follows through.

RESPONSIBILITIES

Lead, hire, and develop a team of Customer Success Managers, Leads, and Specialists across the Americas

Grow revenue across an existing book of enterprise resellers

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, with a clear view of what will close, what may slip, and why

Develop a clear view of performance and growth opportunities across the United States, Canada, and Latin America while accounting for differences between markets

Work through billing, tax, payment, 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 hear a clear and consistent message on Starlink growth priorities

Identify recurring issues that slow growth and work with the right teams to resolve them at scale

Stay close enough to the work to know when to coach, when to step in, and when to let the team run independently

BASIC QUALIFICATIONS

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 markets or countries

PREFERRED SKILLS AND EXPERIENCE

Strong track record of growing revenue within existing enterprise accounts

Experience managing commercial relationships across the United States, Canada, and/or Latin America

Commercial mindset with the ability to understand a customer’s business, find opportunities, and turn them into revenue

Experience leading people who owned customer and revenue goals

Strong financial understanding, including pricing, billing, collections, and payment terms

Experience working through complex customer issues across billing, tax, logistics, capacity, or operations

Spanish language proficiency

Clear and direct communicator who can work effectively across different countries and customer environments

Experience in telecommunications, satellite, connectivity, networking, or another technical industry

ADDITIONAL REQUIREMENTS

Must be willing to work onsite five days per week

Must be willing to travel regularly throughout the Americas 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

ITAR REQUIREMENTS:

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. Learn more about the ITAR here.

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.

Applicants wishing to view a copy of SpaceX’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to [email protected].