Senior Manager of Global Customer Success

Join IonQ, a leading quantum computing company, as the Director of Global Customer Success. In this role, you will be responsible for the post-sale customer experience across IonQ's space portfolio, including Capella Data as a Service (DaaS) and satellite systems. You will lead both customer success and technical support as a single global organization, accountable for onboarding, adoption, mission outcomes, renewals, and support performance. This is a build-and-scale leadership role where you will define the operating model, stand up the support function, and grow a distributed team across time zones.

• Lead the global customer success and technical support organization, ensuring accountability for onboarding, adoption, mission outcomes, renewals, and support performance.
• Define the operating model, stand up the support function and its SLAs, and grow a distributed team across time zones.
• Own post-sale commercial outcomes, including gross and net revenue retention, subscription and tasking-capacity renewals, expansion pipeline generated with sales, and churn reduction.

• 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
• Ability to engage credibly with technical and mission stakeholders on remote sensing, SAR, optical communications and crosslinks, tasking, and data delivery workflows
• 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)
• 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
• Bachelor’s degree in business, engineering, or a related field; willingness to travel up to 30%, including international travel
• Demonstrated ownership of retention and renewal outcomes at scale, with a record of improving NRR, reducing churn, and driving measurable adoption of technical products
• 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