Director, Global Customer Success
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Job Description
Director leading global customer success and technical support for IonQ’s quantum and space technology solutions. Owning post-sale outcomes, renewals, mission success, and distributed team scaling.
Responsibilities:
- Lead the global customer success and technical support organization, including regional CS managers, technical account managers, and tier 1–3 support engineers
- Own post-sale commercial outcomes, including gross and net revenue retention, subscription and tasking-capacity renewals, expansion pipeline, and churn reduction
- Define and run the customer lifecycle, including onboarding, first-mission time-to-value, adoption and usage monitoring, success planning, executive business reviews, and health scoring
- Stand up and operate the technical support function with tiered support, follow-the-sun coverage, SLA/SLO definition, incident and outage response, root-cause analysis, and postmortems
- Partner with engineering, mission operations, and product to resolve escalations, drive problem management, and feed customer issues into the roadmap
- Support the channel and partner ecosystem by enabling partner-delivered success and support and maintaining consistent service quality
- Instrument the function with support, satisfaction, adoption, and consumption metrics and report performance to executive leadership
- Build the team and tooling by hiring and developing global talent, selecting CRM/CS and ticketing platforms, and creating knowledge-base, documentation, and self-service resources
Requirements:
- 10+ years in customer success, technical support, services, or post-sale leadership
- 5+ years leading global or multi-region teams in geospatial data, earth observation, satellite communications, satellite systems, defense technology, or enterprise data/SaaS
- Demonstrated ownership of retention and renewal outcomes at scale, improving NRR, reducing churn, and driving measurable adoption of technical products
- Experience building a technical support organization from an early stage, including tiered models, SLA commitments, escalation paths, on-call and follow-the-sun coverage, and incident management
- Experience serving U.S. government, defense, and intelligence customers alongside commercial and international accounts
- Knowledge of mission-critical delivery expectations and export-control constraints (ITAR/EAR)
- Ability to engage credibly with technical and mission stakeholders on remote sensing, SAR, optical communications and crosslinks, tasking, and data delivery workflows
- Bachelor’s degree in business, engineering, or a related field
- Willingness to travel up to 30%, including international travel
- Active U.S. security clearance, or eligibility to obtain one (preferred)
- Familiarity with Gainsight, Salesforce Service Cloud, Zendesk, Jira Service Management, and support automation or AI-assisted deflection (preferred)
- Candidates must be a U.S. citizen or national, U.S. permanent resident, or lawfully admitted into the U.S. as a refugee or granted asylum due to export control laws and regulations
Benefits:
- Bonus
- Equity
- Comprehensive medical, dental, and vision plans
- Matching 401(k)
- Unlimited PTO
- Paid holidays
- Parental/adoption leave
- Legal insurance
- Home technology stipend
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