Director, Global Customer Success
New
I
IonQSatellite systems
Remote, U.S., follow-the-sun coverage; grow a distributed team across time zonesFull-TimeDirector
Salary$176,000 — $220,000 USD
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Job Details
- Experience
- 10+ years in customer success, technical support, services, or post-sale leadership, including 5+ years leading global or multi-region teams
- Required Skills
- Customer SuccessSaaSTechnical support
Requirements
- Bring 10+ years of experience in customer success, technical support, services, or post-sale leadership.
- Have 5+ years leading global or multi-region teams in geospatial data, earth observation, satellite communications, satellite systems, defense technology, or enterprise data/SaaS.
- Demonstrate ownership of retention and renewal outcomes at scale, including improving NRR, reducing churn, and increasing adoption of technical products.
- Have experience building an early-stage technical support organization, including tiered support, SLAs, escalation paths, on-call and follow-the-sun coverage, and incident management.
- Have experience serving U.S. government, defense, and intelligence customers as well as commercial and international accounts.
- Understand mission-critical delivery expectations and export-control constraints, including ITAR/EAR.
- Be able to engage with technical and mission stakeholders on remote sensing, SAR, optical communications and crosslinks, tasking, and data delivery workflows.
- Have a bachelor’s degree in business, engineering, or a related field.
- Be willing to travel up to 30%, including internationally.
- Preferred: Direct experience supporting SAR, optical imagery, or RF sensing data and analytics customers.
- Preferred: Background in satellite systems, optical communications terminals, ground segment, or space mission operations.
- Preferred: Experience scaling post-sale functions for emerging technology, including partner-delivered service models.
- Preferred: Active U.S. security clearance or eligibility to obtain one.
- Preferred: Familiarity with Gainsight, Salesforce Service Cloud, Zendesk, Jira Service Management, and support automation or AI-assisted deflection.
Responsibilities
- Lead the global customer success and technical support organization, including regional CS managers, technical account managers, and tier 1–3 support engineers.
- Own retention, renewals, expansion pipeline generated with sales, and churn reduction.
- Run the customer lifecycle, including onboarding, first-mission time-to-value, adoption monitoring, success planning, executive business reviews, and health scoring.
- Establish the tiered support model, follow-the-sun coverage, SLAs and SLOs, incident response, root-cause analysis, and postmortems.
- Partner with engineering, mission operations, and product to resolve escalations, manage problems, and feed recurring issues and requirements into the roadmap.
- Enable partner-delivered success and support, define partner and IonQ responsibilities, and maintain service quality across indirect customers.
- Track ticket volumes, deflection, response and resolution times, CSAT/NPS, adoption, and consumption, and report performance to executive leadership.
- Hire and develop global talent, select and operate CRM/CS and ticketing platforms, and create knowledge-base, documentation, and self-service resources.
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