Manager, Starlink Customer Success (Americas)

MANAGER, STARLINK CUSTOMER SUCCESS (AMERICAS) 

Starlink provides high-speed, low-latency internet to customers around the world. Our enterprise resellers bring Starlink to businesses across a wide range of markets and use cases. 

As the Manager, Starlink Customer Success (Americas), you will lead the team responsible for our enterprise reseller business across the United States, Canada, and Latin America. The region includes large, established customers as well as customers expanding Starlink across new countries, sites, and use cases. You will manage Customer Success Managers, Leads, and Specialists and be accountable for the performance and growth of the existing book. 

Your team is responsible for growing revenue with existing customers, expanding their use of Starlink across hardware, service, data, and other products, and maintaining strong commercial relationships. Across the Americas, this means operating across different markets, currencies, billing and tax requirements, logistics models, and customer needs while maintaining a consistent commercial strategy. 

This is a player-coach role. You will set clear priorities, coach and develop your team, and hold a high bar for performance. You will also stay close to key customers and step into the most important growth opportunities, renewals, payment issues, and escalations. We expect you to know your book, understand where the next opportunities and risks are, and make sure your team follows through. 

RESPONSIBILITIES  

• Lead, hire, and develop a team of Customer Success Managers, Leads, and Specialists across the Americas
• Grow revenue across an existing book of enterprise resellers
• Help the team identify and close opportunities for customers to expand their use of Starlink across hardware, service, data, and products
• Build hardware and service forecasts that leadership can rely on, with a clear view of what will close, what may slip, and why
• Develop a clear view of performance and growth opportunities across the United States, Canada, and Latin America while accounting for differences between markets
• Work through billing, tax, payment, capacity, logistics, and activation issues when they are blocking revenue
• Partner with Sales, Channel Sales, Finance, Tax, Engineering, Operations, Support, and Logistics to move customer opportunities forward
• Align closely with regional Sales and Channel Sales teams so resellers hear a clear and consistent message on Starlink growth priorities
• Identify recurring issues that slow growth and work with the right teams to resolve them at scale
• Stay close enough to the work to know when to coach, when to step in, and when to let the team run independently 

BASIC QUALIFICATIONS 

• Bachelor’s degree or equivalent professional experience
• 6+ years in customer success, account management, sales, or another commercial role for a technical product
• 3+ years owning and growing a book of existing customers, with direct responsibility for revenue, retention, or expansion
• 2+ years of direct people management
• Experience managing enterprise customers across multiple markets or countries 

PREFERRED SKILLS AND EXPERIENCE 

• Strong track record of growing revenue within existing enterprise accounts
• Experience managing commercial relationships across the United States, Canada, and/or Latin America
• Commercial mindset with the ability to understand a customer’s business, find opportunities, and turn them into revenue
• Experience leading people who owned customer and revenue goals
• Strong financial understanding, including pricing, billing, collections, and payment terms
• Experience working through complex customer issues across billing, tax, logistics, capacity, or operations
• Spanish language proficiency
• Clear and direct communicator who can work effectively across different countries and customer environments
• Experience in telecommunications, satellite, connectivity, networking, or another technical industry 

ADDITIONAL REQUIREMENTS

• Must be willing to work onsite five days per week
• Must be willing to travel regularly throughout the Americas and to other SpaceX locations
• Must be available for early mornings, evenings, and occasional weekends to support customers across time zones and commercial deadlines
• Must be able to meet requirements for international travel