Director, Global Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $176k - $220k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

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IonQ

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

🤖 Artificial Intelligence

🔌 API

🏢 Enterprise

Artificial Intelligence • API • Enterprise

IonQ is a company specializing in quantum computing, providing a quantum cloud platform that allows users to access and utilize quantum processors. They offer extensive documentation and resources for developers to learn and implement quantum computing solutions using their SDKs and APIs, integrating with platforms like Qiskit, Cirq, and TensorFlow. IonQ also offers integrations with cloud services such as Amazon Braket, enabling hybrid cloud quantum computing. Their platform includes tools for managing jobs, organizations, and projects, as well as simulators that support noise models and up to 29 qubits. IonQ is dedicated to advancing quantum computing technology and provides community support through channels like Slack.

📋 Description

• 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