Starlink Customer Success Manager (Transit)

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.

STARLINK CUSTOMER SUCCESS MANAGER (TRANSIT)

Starlink is delivering high-speed low-latency internet around the world. Customer Success is the post-sale owner of the customer relationship where they are the single name on a book of enterprise accounts from contract signature through onboarding activation payment and long-term growth. This role owns Starlink Transit accounts (formerly called Community Gateway). Each site is a project and often a separate customer: licensing hardware installation activation and ongoing service. You take assigned accounts from contract signature through site bring-up payment and expansion. Sales books the deal. You own everything after. This is an individual contributor role and the ideal candidate is a self-starter who is comfortable operating without a defined playbook holds a high bar of communication and treats revenue activation and account health as their personal responsibility.

RESPONSIBILITIES:

• Own assigned Starlink Transit accounts and sites from contract signature through onboarding activation day-to-day management and long-term growth as the primary customer contact
• Hit and exceed revenue targets on time by tracking readiness shipments licensing activations and payments and by raising risks early when dates or dollars may slip
• Keep internal systems current so account status site status risk and opportunity are visible in one place
• Monitor account healthincluding contract compliance statements of work KPI performance invoicing logistics site licensing and the customer relationshipto prevent delayed cash or churn
• Set clear expectations with customers and partners on what SpaceX can and cannot commit to on timing and delivery
• Build account plans that define current state a healthy account and the next dollar of revenue
• Identify expansion additional sites or capacity follow-on statements of work and new ways customers can use Starlink Transit
• Facilitate leadership business reviews that connect Starlink performance to customer results
• Forecast retention and revenue for the book so leadership can plan against a real number
• Bring customer feedback into SpaceX and work with engineering support finance operations and market access to reduce errors across accounts and sites
• Treat each site as a project through activationcoordinate hardware licensing installation partners and internal teams until the site is live and billing
• Help shape how we operate Transit at scale including onboarding order tracking and getting paid
• Document processes that support expansion and scaling of the business

BASIC QUALIFICATIONS:

• Bachelors degree in engineering business or a related field OR high school diploma / equivalency certificate and 6 years of professional experience in account management customer success business development operations or a technical customer-facing role
• 5 years owning a defined book of business with accountability for customer health and revenue (retention realization expansion or collections) not just project delivery
• 5 years supporting customers on a technical product or service

PREFERRED SKILLS AND EXPERIENCE:

• Experience delivering multi-site or project-based customer work (site bring-up infrastructure or similarly complex deployments)
• Experience with telecommunications satellite networking or similar infrastructure sold to enterprise telecom or government customers
• A track record of growing revenue inside existing accounts such as expansion additional sites or new ways the customer uses the product
• Experience running several complex workstreams at the same time and delivering them on tight timelines
• Strong written and verbal communication with the ability to work clearly with executives operators and finance
• Experience with licensing import or multi-country deployments

ADDITIONAL REQUIREMENTS:

• Willing to work early mornings evenings and weekends as needed for customer time zones and critical site milestones
• Willing to travel to customer sites as needed

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.

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