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 ofenabling 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

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