Sr. Manager, Customer Success; Starlink

Sr. Manager, Customer Success (Starlink)

Space

X was founded under the belief that a future where humanity is exploring the stars is fundamentally more exciting than one where we are not. Today Space

X is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.

• Manage a team of operations engineers to identify and eliminate defects in the customer experience and oversee their development and career progression.
• Analyze complex problems involving multiple stakeholders, driving toward optimal solutions that benefit customers, reduce costs, and eliminate the need to contact customer support.
• Leverage operational data and customer anecdotes to identify trends and opportunities in the customer experience, steering engineering roadmaps and executive decisions.
• Collaborate with cross‑functional Starlink teams (Software Engineering, Network Reliability, Growth, Production, Market Access, Communications, Shipping, and more) to develop and execute short‑ to mid‑range plans for enhancing the customer experience.
• Fix, delete, automate, or create new processes for addressing structural and emerging issues.
• Develop, track, and analyze key performance indicators to measure the health of each portion of the customer journey.
• Work with Automation and Software Engineers to develop technical and process‑based solutions for improving the customer experience.

• Bachelor’s degree in mathematics, data science, physics, or an engineering discipline.
• 4+ years of experience in Product Management, Technical Program Management, Software/Automation Engineering, or Process Engineering.
• 2+ years of experience in a leadership role with direct reports.

• Master’s degree in business, engineering, or a science discipline.
• Experience working in a Customer Service and/or Success organization in a B2B and B2C environment.
Demonstrated ability to dive deep into technical topics and data analytics.
• Insatiable appetite for new knowledge, with the ability to quickly develop expertise and solve difficult problems in unfamiliar domains.
• Experience in data analysis using Python, SQL, and R.
• Ability to work in fast‑paced, high‑stress environments.
• Excellent written and executive communication skills.
• Proficiency with statistics, data analysis, cost/benefit विधान, and visualization.
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• Project management certification or Agile/Lean expertise.
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• Must be available to work extended hours and weekends as needed.
• Willingness to travel to customer sites, other Space
  
  X locations, and events as needed.

• Pay range: $175,000 – $230,000 per year (base salary); actual level and salary determined on a case‑by‑case basis.
• Eligible for long‑term incentives (company stock, options, or long‑term cash awards), discretionary bonuses, and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan.
• Comprehensive medical, vision, and dental coverage.
• 401(k) retirement plan.
• Short‑ and long‑term disability insurance and life insurance.
• Paid parental leave, paid vacation (3 weeks + 10 or more paid holidays per year), and paid sick time in compliance with state and federal law.
• Company shuttles for round‑trip travel from select Seattle locations to the Space
  
  X Redmond office Monday‑Friday.

• Applicant must be a U.S. citizen or national, lawful permanent resident, refugee, asylee, or eligible to obtain required authorizations from the U.S. Department of State.

Space

X is an Equal Opportunity Employer; employment with Space

X 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 cbd Gene? That is fine.

Applicants wishing to view a copy of Space

X’s affirmative action plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to EEOComplianceto>