Sr. Manager, Enterprise Customer Success (Starlink)
Skills
- Proven experience building and leading Enterprise Customer Success or Support organizations
- Strong cross-functional collaboration and stakeholder management
- Metrics-driven approach: KPI design, reporting, and continuous improvement
- Root cause analysis and operational problem solving
- Technical aptitude with networking and hardware troubleshooting concepts
- Financial literacy to assess cost, P&L impacts and drive optimization
- Excellent verbal and written communication, executive presence
- Experience with training, vendor management, and service design
Responsibilities
- Define strategy, metrics, and goals for Enterprise Customer Success aligned with business needs
- Build and run a high-touch, personalized concierge support program for enterprise clients
- Lead a multi-level team including hiring, performance management, coaching, and disciplinary actions
- Drive operational excellence via root cause analysis, continuous improvement, and SLA management
- Identify cost-savings and optimization opportunities across support operations
- Collaborate with engineering, reliability, production, billing, sales, and other teams to resolve customer issues and inform product improvements
- Partner with tooling teams to enhance associate productivity and support capabilities
- Report enterprise success metrics and program progress to senior leadership
- Develop training, learning programs, and processes to scale support consistently
- Travel to Starlink sites (~20-25%) and work extended hours when required to meet critical deadlines
Education
- Bachelor’s degree in a relevant field preferred or equivalent experience
- Or 10+ years of professional experience in customer operations/support in lieu of a degree
- Lean/Six Sigma certification (Green/Black Belt) preferred
Benefits
- Base salary plus potential long-term incentives (stock, options, or cash awards)
- Potential discretionary bonuses and Employee Stock Purchase Plan
- Comprehensive medical, vision, and dental coverage
- 401(k) retirement plan access
- Short- and long-term disability insurance, life insurance
- Paid parental leave
- Approximately 3 weeks paid vacation plus 10+ paid holidays per year
- Paid sick leave per company policy and various employee discounts/perks
Average salary estimate
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