Starlink Customer Success Manager (Transit)

Job description

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars. **STARLINK CUSTOMER SUCCESS MANAGER (TRANSIT)** Starlink is delivering high-speed, low-latency internet around the world. Customer Success is the post-sale owner of the customer relationship, where they are the single name on a book of enterprise accounts from contract signature through onboarding, activation, payment, and long-term growth. This role owns Starlink Transit accounts (formerly called Community Gateway). Each site is a project and often a separate customer: licensing, hardware, installation, activation, and ongoing service. You take assigned accounts from contract signature through site bring-up, payment, and expansion. Sales books the deal. You own everything after. This is an individual contributor role, and the ideal candidate is a self-starter who is comfortable operating without a defined playbook, holds a high bar of communication, and treats revenue, activation, and account health as their personal responsibility. **RESPONSIBILITIES:** - Own assigned Starlink Transit accounts and sites from contract signature through onboarding, activation, day-to-day management, and long-term growth as the primary customer contact - Hit and exceed revenue targets on time by tracking readiness, shipments, licensing, activations, and payments, and by raising risks early when dates or dollars may slip - Keep internal systems current so account status, site status, risk, and opportunity are visible in one place - Monitor account health—including contract compliance, statements of work, KPI performance, invoicing, logistics, site licensing, and the customer relationship—to prevent delayed cash or churn - Set clear expectations with customers and partners on what SpaceX can and cannot commit to on timing and delivery - Build account plans that define current state, a healthy account, and the next dollar of revenue - Identify expansion, additional sites or capacity, follow-on statements of work, and new ways customers can use Starlink Transit - Facilitate leadership business reviews that connect Starlink performance to customer results - Forecast retention and revenue for the book so leadership can plan against a real number - Bring customer feedback into SpaceX and work with engineering, support, finance, operations, and market access to reduce errors across accounts and sites - Treat each site as a project through activation—coordinate hardware, licensing, installation partners, and internal teams until the site is live and billing - Help shape how we operate Transit at scale, including onboarding, order tracking, and getting paid - Document processes that support expansion and scaling of the business **BASIC QUALIFICATIONS:** - Bachelor’s degree in engineering, business, or a related field, OR high school diploma / equivalency certificate and 6+ years of professional experience in account management, customer success, business development, operations, or a technical customer-facing role - 5+ years owning a defined book of business with accountability for customer health and revenue (retention, realization, expansion, or collections), not just project delivery - 5+ years supporting customers on a technical product or service **PREFERRED SKILLS AND EXPERIENCE:** - Experience delivering multi-site or project-based customer work (site bring-up, infrastructure, or similarly complex deployments) - Experience with telecommunications, satellite, networking, or similar infrastructure sold to enterprise, telecom, or government customers - A track record of growing revenue inside existing accounts, such as expansion, additional sites, or new ways the customer uses the product - Experience running several complex workstreams at the same time and delivering them on tight timelines - Strong written and verbal communication, with the ability to work clearly with executives, operators, and finance - Experience with licensing, import, or multi-country deployments **ADDITIONAL REQUIREMENTS:** - Willing to work early mornings, evenings, and weekends as needed for customer time zones and critical site milestones - Willing to travel to customer sites as needed **ITAR REQUIREMENTS:** - To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR [here](https://www.pmddtc.state.gov/?id=ddtc_kb_article_page&sys_id=24d528fddbfc930044f9ff621f961987). SpaceX is an Equal Opportunity Employer; employment with SpaceX 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 other legally protected status. Applicants wishing to view a copy of SpaceX’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to [EEOCompliance@spacex.com](mailto:EEOCompliance@spacex.com)*.*