Starlink Communications Manager; Enterprise Customer Success

Overview

STARLINK COMMUNICATIONS MANAGER (ENTERPRISE CUSTOMER SUCCESS)

Starlink is scaling rapidly across Enterprise verticals—including Aviation, Maritime, Government, and large-scale commercial deployments—and we are seeking a Communications Lead, Starlink (Enterprise) to own and evolve the Enterprise customer communications experience end-to-end.

This role sits at the intersection of Customer Success, Engineering, Operations, and Account Management. You will be responsible for ensuring Enterprise customers receive timely, accurate, and highly relevant communications across complex environments involving hundreds of service lines, bespoke hardware setups, third-party equipment, and mission-critical connectivity.

You will act as both a strategic owner and an operational co-pilot — auditing and improving automated communications, supporting launches and deprecations, assisting during global crises, and building a more tailored enterprise customer journey that reduces confusion, contact rate, and churn while improving CSAT and NPS.

• Partner closely with Enterprise Customer Success leadership to draft, review, and maintain all outbound enterprise update emails and communications
• Own and maintain a centralized tracker of all Enterprise communications sent, including audience, trigger logic, and timing
• Audit all automated notifications firing across Enterprise verticals to identify gaps, redundancies, and failure points
• Build scalable playbooks and templates to standardize execution as the organization grows
• Establish before/after measurement frameworks to track impact on Contact Rate, CSAT, NPS, and churn
• Develop deep fluency in the enterprise customer experience, including:
  • Account management workflows
  • Enterprise portal behavior
  • Multi-service-line accounts
  • Hardware procurement and replacement
  • Complex installations and third-party routers/equipment
• Build strong working relationships with Account Managers to understand both shared needs and vertical-specific differences
• Assist during global crises by coordinating clear, timely enterprise-appropriate communications
• Partner with Product, Engineering, and Analytics to build a more bespoke Enterprise customer journey

• Bachelor's degree
• 5+ years of experience in communications, customer success communications, or related field

• Exceptional writing and editing skills, with the ability to distill complex technical and operational concepts into clear, customer-ready communications
• Strong strategic judgment and ability to operate under tight timelines during service disruptions or escalations
• Experience collaborating cross-functionally with Engineering, Operations, Legal, Analytics, and Account Management
• High attention to detail and comfortable managing multiple parallel initiatives
• Familiarity with SQL and basic querying to independently explore data, validate hypotheses, and partner effectively with analysts
• Experience with or working knowledge of Metabase dashboards and self-serve analytics tools
• Comfort using Typeform for surveys, feedback collection, and experimentation
• Working knowledge of Figma for reviewing, annotating, and collaborating on customer-facing designs
• Hands-on experience with Liquid/HTML templating systems for scalable, dynamic customer communications (or strong willingness to ramp quickly)
• Self-driven, operationally rigorous, and comfortable owning both strategy and execution

• Must be willing to work in office five days per week
• Must be available to work extended hours and weekends, as needed
• Willingness to travel to other Space
  
  X locations and events, as needed

Pay range:

Communications Manager: $ - $ 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  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…