Senior Manager, Global Customer Success

Role overview Lead the global post-sale experience for a portfolio of space and satellite services, overseeing both customer success and technical support. The role is accountable for helping government, defense, enterprise, and partner customers reach mission outcomes while building the processes, service levels, and distributed team needed to scale the function.

Responsibilities - Lead customer success managers, technical account managers, and tiered support engineers across regions. - Own retention, renewals, expansion opportunities, and churn reduction, working with sales on commercial outcomes. - Define onboarding, time-to-value, adoption tracking, success plans, executive reviews, account health measures, and escalation triggers. - Establish technical support operations, including SLAs and SLOs, follow-the-sun coverage, incident response, root-cause analysis, and postmortems. - Coordinate with engineering, product, and mission operations to resolve escalations and turn recurring customer needs into roadmap input. - Build partner support practices, customer service resources, team capability, and reporting on response times, satisfaction, adoption, and consumption.

Requirements - 10+ years in customer success, technical support, services, or post-sale leadership, including 5+ years leading global or multi-region teams. - Experience in geospatial data, Earth observation, satellite communications or systems, defense technology, or enterprise data/SaaS. - A record of improving retention, renewals, net revenue retention, and adoption of technical products. - Experience establishing a technical support organization, including tiered support, SLAs, escalation paths, on-call coverage, and incident management. - Experience with government, defense, and intelligence customers as well as commercial or international accounts, including awareness of export-control constraints. - Ability to engage technical and mission stakeholders on remote sensing, SAR, optical communications, crosslinks, tasking, and data delivery; bachelor’s degree in business, engineering, or a related field.

Nice to have - Direct experience with SAR, optical imagery, or RF sensing data and analytics customers, or with satellite systems, optical communications terminals, or ground segments.

Benefits and work setup - Remote role based in the United States, with travel required. The listing gives differing travel estimates: up to 20% in the location details and up to 30% in the requirements.