Sr. Manager, Customer Success (Starlink Installer Program)

SR. MANAGER, CUSTOMER SUCCESS (STARLINK INSTALLER PROGRAM)

Starlink is a revolutionary satellite constellation, delivering low-latency broadband internet around the world, bringing an unprecedented opportunity to significantly impact communities, businesses, and governments worldwide. The Customer Success Team is seeking a Sr. Manager who has a experience building and scaling regulated service organizations from zero to one. The ideal candidate will have a strong background in working with vendors within the Consumer Electronics, Telecommunications, or Technology sectors and building strategic channel partnerships.

This role requires a deep understanding of the retail landscape across major electronics retailers, mass merchants, local agents and potentially specialized regional chains. Success will require systems thinking, creativity, and excellent communication skills to synthesize information that shapes future products and strategic direction. This is a special opportunity to work at the cutting edge of satellite technologies with a world class team focused on connecting the unconnected!

RESPONSIBILITIES:

• Own the strategy, design, and execution of a scalable global hardware installation program, ensuring full regulatory compliance across all regions
• Build and lead a high-performing network of authorized installers by identifying, assessing, and onboarding strategic partners aligned with business and coverage goals
• Negotiate and close complex partnership agreements that deliver mutual value and support rapid global expansion
• Drive partner performance through rigorous monitoring, quality audits, and accountability frameworks to meet company standards and customer expectations
• Ensure global partner readiness, capacity, and operational excellence to support worldwide deployment at scale
• Establish and report on key program metrics, including installation volume, take rates, customer feedback, issues, and operational health
• Identify and implement process improvements that increase efficiency, reduce cost, and elevate the end-to-end customer installation experience
• Develop and deliver comprehensive training, tools, and certification programs that enable partners to consistently deliver high-quality installations
• Act as the single point of ownership for the partner ecosystem, proactively managing readiness, requirements, schedules, and risks with clear communication to leadership
• Lead cross-functional collaboration with engineering, regulatory, business, and planning teams to align priorities and remove blockers

BASIC QUALIFICATIONS:

• Bachelor’s degree in an engineering or business discipline with 8+ years of experience in leading customer experience programs or omnichannel sales; or 10+ years of equivalent experience in lieu of a degree
• 3+ years of leadership experience managing teams in customer operations, success, or experience, creating and implementing multi-year strategies
• 2+ years of experience directly managing exempt employees

PREFERRED SKILLS AND EXPERIENCE:

• Experience in procurement or sales
• Strong communication and negotiation skills
• Demonstrated success in driving partners to achieve growth
• Experience developing vendors or building sales channels in international markets with proven track record of successfully launching and scaling new products
• Independently motivated, with a demonstrated track record of project ownership
• Strong interpersonal, presentation, communication and negotiation skills
• Demonstrated technical aptitude in a professional setting
• MBA or master's degree with a business or engineering focused curriculum

ADDITIONAL REQUIREMENTS:

• Must be willing to work in-office five days per week
• Must be available to work extended hours and/or weekends as needed to support critical milestones or operations shifts
• Must be willing to travel to other SpaceX locations and events as needed (up to 30%)

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.

Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives, in the form of company stock or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Employees in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.