Sr. Manager, Starlink Customer Success

SR. MANAGER, STARLINK CUSTOMER SUCCESS

Starlink is the world’s 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. We’ve only begun to scratch the surface of Starlink’s potential global impact and are seeking a talented, self-driven 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 best-in-class customer journey, including leading teams, analyzing data, and collaborating cross-functionally.

This role will lead our efforts to launch and scale customer support as we enter new markets and continue to grow and expand our multi-lingual support capabilities globally. To be a successful candidate, you’ll need to develop a deep understanding of Starlink products, services, and features, and be a strategic thought leader with a can-do 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 fast-paced, 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 cross-functional teams to align on customer-centric 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 high-performing team of customer success professionals, fostering a culture of accountability, innovation, and customer focus while aligning individual goals with organizational priorities. 
• Collaborate cross-functionally 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:

• Bachelor’s 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 multi-year 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.
• Self-driven 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 in-office 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: $160,000.00 - $205,000.00/per year    

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related 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 long-term incentives, in the form of company stock, stock options, or long-term 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 long-term 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.