Customer Success Manager • Senior

Who you are

You have a strong background in customer experience management, ideally with 5+ years of experience leading teams focused on optimizing customer journeys. You thrive in complex environments and have a knack for process engineering, ensuring that customer interactions are seamless and efficient. Your technical inclination allows you to analyze operational data effectively, identifying trends and opportunities for improvement. You excel at managing diverse stakeholders, advocating for customer needs across the organization, and driving strategic initiatives that enhance the overall customer experience. You are passionate about creating order out of chaos and have a proven track record of reducing defects in customer interactions.

Desirable

Experience in the technology or aerospace industry is a plus, as is familiarity with customer support systems and operational data analysis tools. You are comfortable working with cross-functional teams and have a collaborative mindset that fosters teamwork and innovation.

What you'll do

As the Senior Manager of Customer Success for Starlink, you will oversee the post-purchase experience for customers, ensuring that every interaction is positive and efficient. You will lead a team of operations engineers dedicated to identifying and eliminating defects in the customer experience, focusing on areas such as billing, shipping, account management, and troubleshooting. Your role will involve analyzing complex problems that span multiple stakeholders, driving toward optimal solutions that benefit customers while reducing operational costs. You will leverage operational data and customer feedback to inform engineering roadmaps and executive decisions, ensuring that customer needs are prioritized in product development. Additionally, you will manage the development and career progression of your team, fostering a culture of continuous improvement and excellence in customer service.

What we offer

At SpaceX, you will be part of a mission-driven organization focused on advancing human life beyond Earth. We offer competitive compensation and benefits, along with opportunities for professional growth and development. You will work in a dynamic environment where your contributions directly impact the customer experience and the success of our Starlink initiative. Join us in our mission to make space exploration a reality and enhance the lives of our customers through innovative technology.