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Salary: USD 176,000 - 220,000 / annual
IonQ is a quantum computing platform company (NYSE: IONQ) seeking a Director of Global Customer Success to lead post-sale customer experience across its space portfolio, including Capella Data as a Service (DaaS), satellite systems, Skyloom optical communications terminals, and broader space solutions. This is a build-and-scale leadership role reporting to executive leadership.
You will lead a global customer success and technical support organization spanning regional CS managers, technical account managers, and tier 1–3 support engineers across multiple time zones. You own post-sale commercial outcomes including gross and net revenue retention, subscription and tasking-capacity renewals, expansion pipeline generation with sales, and churn reduction.
Key responsibilities include: defining and running the customer lifecycle (onboarding, first-mission time-to-value, adoption monitoring, success planning, executive business reviews, health scoring); standing up and operating the technical support function (tiered support model, follow-the-sun coverage, SLA/SLO definition, incident response, root-cause analysis); partnering with engineering, mission operations, and product to resolve escalations and feed customer issues into the roadmap; supporting the channel and partner ecosystem; instrumenting the function with data (support metrics, CSAT/NPS, adoption metrics); and building the team and tooling (hiring, platform selection, knowledge base creation).
Travel up to 20% domestic and international.
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; record of improving NRR, reducing churn, and driving adoption of technical products
- Experience building a technical support organization from early stage (tiered models, SLA commitments, escalation paths, on-call and follow-the-sun coverage, incident management)
- Experience serving U.S. government, defense, and intelligence customers alongside commercial and international accounts, including mission-critical delivery 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 related field
- Willingness to travel up to 30% including international travel
PREFERRED:
- Direct experience supporting SAR, optical imagery, or RF sensing data and analytics customers
- Background in satellite systems, optical communications terminals, ground segment, or space mission operations
- Experience scaling post-sale functions for emerging technology or new category, including partner-delivered service models
- Active U.S. security clearance or eligibility to obtain one
- Familiarity with CS and support platforms (Gainsight, Salesforce Service Cloud, Zendesk, Jira Service Management) and support automation or AI-assisted deflection
