Director, Global Customer Success

IonQ

. Lead the global customer success and technical support organization, including regional CS managers, technical account managers, and tier 1–3 support engineers .

Posted 9/30/2026full-timeRemote • United StatesLead💰 $176,000 - $220,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading global customer success and technical support organizations, with a strong focus on retention, renewal outcomes, and building effective support structures. Proficient in engaging with technical stakeholders and managing mission-critical delivery expectations in compliance with export control regulations.

Highest-signal resume keywords

Customer Success LeadershipTechnical Support Organization DevelopmentRetention and Renewal ManagementGeospatial Data and Satellite Systems ExpertiseU.S. Government and Defense Customer Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Lifecycle ManagementSLA/SLO DefinitionIncident ManagementRoot-Cause AnalysisTechnical Product AdoptionData Delivery WorkflowsOnboarding ProcessesHealth ScoringChurn Reduction StrategiesPerformance Metrics Reporting

Soft Skills

Team BuildingStakeholder EngagementCross-Functional CollaborationProblem ManagementCommunication

Tools & Technologies

GainsightSalesforce Service CloudZendeskJira Service ManagementSupport Automation

Certifications & Qualifications

Active U.S. Security ClearanceBachelor’s Degree in Business or Engineering

Industry Keywords

Geospatial DataEarth ObservationSatellite CommunicationsDefense TechnologyExport Control RegulationsITAREAR

Tech Stack

Tools & technologies

CloudRemote Sensing

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Bonus
Equity
Comprehensive medical, dental, and vision plans
Matching 401(k)
Unlimited PTO
Paid holidays
Parental/adoption leave
Legal insurance
Home technology stipend