Sr. Manager, Starlink Customer Success

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 ofenabling human life on Mars.

SR. MANAGER STARLINK CUSTOMER SUCCESS

Starlink is the worlds largest satellite constellation providing fast reliable broadband internet around the world. We design build test and operate all parts of the system thousands of satellites and consumer hardware that allows people to connect within minutes of unboxing and the software that brings it all together. Weve only begun to scratch the surface of Starlinks potential global impact and are seeking a talented selfdriven individual for a position as Sr. Manager Customer Success. As a key member of the Starlink Customer Success Leadership Team this position is responsible for strategic leadership in designing implementing and optimizing customer success programs to ensure a bestinclass customer journey including leading teams analyzing data and collaborating crossfunctionally.

This role will lead our efforts to launch and scale customer support as we enter new markets and continue to grow and expand our multilingual support capabilities globally. To be a successful candidate youll need to develop a deep understanding of Starlink products services and features and be a strategic thought leader with a cando attitude. You will have demonstrated experience developing strategy managing a team driving execution and are excited to solve our most challenging problems. You are a natural communicator who thrives in a fastpaced dynamic environment where no problem is too great and no detail too small.

RESPONSIBILITIES:

• Design and execute customer support strategies that ensure compliance with a broad range of regulatory requirements across regions.
• Drive the development of scalable processes systems and tools to enhance support delivery collaborating with crossfunctional teams to align on customercentric outcomes.
• Create refine and update comprehensive playbooks to standardize support workflows ensuring consistency efficiency and adaptability for evolving customer and regulatory needs.
• Establish and oversee quality assurance frameworks to monitor and elevate support performance setting Key Performance Indicators conducting reviews and implementing continuous improvement initiatives.
• Lead coach and develop a highperforming team of customer success professionals fostering a culture of accountability innovation and customer focus while aligning individual goals with organizational priorities.
• Collaborate crossfunctionally to anticipate regulatory shifts integrate feedback into support solutions and meet strategic objectives.
• Leverage data and insights to assess support effectiveness identify gaps in processes or compliance and drive actionable enhancements to systems playbooks and team capabilities.

BASIC QUALIFICATIONS:

• Bachelors degree with 7 years of experience in customer operations support or service with increasing scope and impact; or 10 years of equivalent experience in lieu of a degree.
• 3 years of leadership experience managing teams in customer operations success or experience creating and implementing multiyear strategies.
• 2 years of experience directly managing exempt employees.

PREFERRED SKILLS AND EXPERIENCE:

• Strong track record of career progression increasing scope and impact at every level.
• Experience managing multiple complex projects and delivering under tight deadlines and resource constraints.
• Technical knowledge of internet or telecommunications in at least one key area: satellites ground network user terminals or related technology
• Ability to synthesize multiple unique requirements and suggest smart solutions products or features.
• Track record of demonstrating sound business judgement evaluating alternatives and making recommendations that were adopted and ultimately successful.
• Excellent written and verbal communication skills including ability to craft and present professional presentations at all levels
• Experience leading a team across multiple sites.
• Ability to quickly grasp and synthesize complex issues.
• Ability to exercise high judgment particularly in narrow time frames.
• Selfdriven with the ability to be both strategic and stay on top of tactical execution.
• Ability to negotiate successfully especially after a contract is signed.

ADDITIONAL REQUIREMENTS:

• Must be willing to work inoffice five days per week.
• Must be available to work extended hours and/or weekends as needed to support critical milestones or operations shifts.
• Must be willing to travel to other SpaceX locations and events as needed (up to 30%).

COMPENSATION AND BENEFITS:

Pay range:
Sr. Manager: $160000.00 $205000.00/per year

Your actual level and base salary will be determined on a casebycase basis and may vary based on the following considerations: jobrelated knowledge and skills education and experience.

Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for longterm incentives in the form of company stock stock options or longterm cash awards as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical vision and dental coverage access to a 401(k) retirement plan short and longterm disability insurance life insurance paid parental leave and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Employees in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.

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 SpaceXs Affirmative Action Plan for veterans and individuals with disabilities or applicants requiring reasonable accommodation to the application/interview process should reach out to.