Sr. Manager, Customer Success (Starlink Installer Program)

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

Basics 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%)