Senior Manager, Global Customer Success

About the company

The company, Inc . [NYSE: the company] is the world’s leading quantum platform and merchant supplier - delivering integrated quantum solutions across computing, networking, sensing, and security. The company’s newest generation of quantum computers, the the company Tempo, is the latest in a line of cutting-edge systems that have been helping customers and partners including Amazon Web Services, and AstraZeneca achieve 20x performance results and accelerate innovation in drug discovery, materials science, financial modeling, logistics, cybersecurity, and defense. In 2025, the company achieved 99.99% two-qubit gate fidelity, setting a world record in quantum computing performance .

Headquartered in College Park, Maryland, the company has operations in California, Colorado, Massachusetts, Tennessee, Washington, Italy, South Korea, Sweden, Switzerland, Canada, and the United Kingdom. Our quantum computing services are available through all major cloud providers, while we also meet the needs of networking and sensing customers across land, sea, air, and space. The company is making quantum platforms more accessible and impactful than ever before.

Location: Remote, U.S.

Travel: Up to 20%, domestic and international.

Job ID: 1895

The Role

The company is hiring a Director, Global Customer Sucess to own the post-sale customer experience across its space portfolio including Capella Data as a Service (DaaS) and satellite systems, Skyloom optical communications terminals and crosslink solutions, and the broader space solutions offering. You will lead both customer success and technical support as a single global organization, accountable for onboarding, adoption, mission outcomes, renewals, and support performance for enterprise, defense, government, and international partner customers. This is a build-and-scale leadership role: you will define the operating model, stand up the support function and its SLAs, and grow a distributed team across time zones.

Responsibilities

• Lead the global customer success and technical support organization, including regional CS managers, technical account managers, and tier 1–3 support engineers.

• Own post-sale commercial outcomes: gross and net revenue retention, subscription and tasking-capacity renewals, expansion pipeline generated with sales, and churn reduction.

• Define and run the customer lifecycle — onboarding and first-mission time-to-value, adoption and usage monitoring, success planning, executive business reviews, and health scoring with clear escalation triggers.

• Stand up and operate the technical support function: tiered support model, follow-the-sun coverage, SLA and SLO definition, incident and outage response, root-cause analysis, and postmortem discipline.

• Partner with engineering, mission operations, and product to resolve escalations, drive problem management, and feed recurring customer issues and requirements into the roadmap.

• Support the channel and partner ecosystem: enable partner-delivered success and support, define what partners own versus the company, and maintain consistent service quality across indirect customers.

• Instrument the function with data — support ticket volumes and deflection, first-response and resolution times, CSAT/NPS, adoption and consumption metrics — and report performance to executive leadership.

• Build the team and the tooling: hire and develop global talent, select and operate CRM/CS and ticketing platforms, and create the knowledge base, documentation, and self-service resources that scale support.

Requirements

• 10+ years in customer success, technical support, services, or post-sale leadership, including 5+ years leading global or multi-region teams in geospatial data, earth observation, satellite communications, satellite systems, defense technology, or enterprise data/SaaS.

• Demonstrated ownership of retention and renewal outcomes at scale, with a record of improving NRR, reducing churn, and driving measurable adoption of technical products.

• Experience building a technical support organization from an early stage — tiered models, SLA commitments, escalation paths, on-call and follow-the-sun coverage, and incident management.

• Experience serving U.S. government, defense, and intelligence customers alongside commercial and international accounts, including mission-critical delivery expectations and export-control constraints (ITAR/EAR).

• Ability to engage credibly with technical and mission stakeholders on remote sensing, SAR, optical communications and crosslinks, tasking, and data delivery workflows.

• Bachelor’s degree in business, engineering, or a related field; willingness to travel up to 30%, including international travel.

Preferred Qualifications

• Direct experience supporting SAR, optical imagery, or RF sensing data and analytics customers.

• Background in satellite systems, optical communications terminals, ground segment, or space mission operations.

• Experience scaling post-sale functions for an emerging technology or new category, including partner-delivered service models.

• Active U.S. security clearance, or eligibility to obtain one.

• Familiarity with CS and support platforms (Gainsight, Salesforce Service Cloud, Zendesk, Jira Service Management) and support automation or AI-assisted deflection.

The total compensation package includes base, bonus, equity, and a range of benefit options found on our career site.

If this role has a commission structure, the compensation range below just reflects the base compensation range.

Wage Transparency

$148,000 — $185,000 USD

Compensation will vary based on individual factors such as education, qualifications, and experience of the final candidate(s), specific office location, and calibration against relevant market data and internal team equity. Posted base salary figures are subject to change as new market data becomes available. Our benefits include comprehensive medical, dental, and vision plans, matching 401(k), unlimited PTO and paid holidays, parental/adoption leave, legal insurance, and a home technology stipend. Details of participation in these benefit plans will be provided when a candidate receives an offer of employment.

At the company, we believe in fair treatment, access, opportunity, and advancement for all while striving to identify and eliminate barriers. We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We are dedicated to creating an environment where individuals can feel welcomed, respected, supported, and valued.

We are committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, military or veteran status, or any other basis protected by law. We are proud to be an Equal Employment Opportunity employer.

US Technical Jobs.  The position you are applying for will require access to technology that is subject to U.S. export control and government contract restrictions.  Employment with the company is contingent on either verifying “U.S. Person” (e.g., U.S. citizen, U.S. national, U.S. permanent resident, or lawfully admitted into the U.S. as a refugee or granted asylum) status for export controls and government contracts work, obtaining any necessary license, and/or confirming the availability of a license exception under U.S. export controls.  Please note that in the absence of confirming you are a U.S. Person for export control and government contracts work purposes, the company may choose not to apply for a license or decline to use a license exception (if available) for you to access export-controlled technology that may require authorization, and similarly, you may not qualify for government contracts work that requires U.S. Persons, and the company may decline to proceed with your application on those bases alone.  Accordingly, we will have some additional questions regarding your immigration status that will be used for export control and compliance purposes, and the answers will be reviewed by compliance personnel to ensure compliance with federal law.

US Non-Technical Jobs.  Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum. Accordingly, we will have some additional questions regarding your immigration status that will be used for export control and compliance purposes, and the answers will be reviewed by compliance personnel to ensure compliance with federal law.

If you are interested in being a part of our team and mission, we encourage you to apply!