Senior Manager, Global Customer Success

About IonQ: IonQ, Inc . [NYSE: IONQ] is the world’s leading quantum platform and merchant supplier - delivering integrated quantum solutions across computing, networking, sensing, and security. IonQ’s newest generation of quantum computers, the IonQ Tempo, is the latest in a line of cutting-edge systems that have been helping customers and partners including Amazon Web Services, and AstraZeneca achieve 20x performance results and accelerate innovation in drug discovery, materials science, financial modeling, logistics, cybersecurity, and defense. In 2025, the company achieved 99. 99% two-qubit gate fidelity, setting a world record in quantum computing performance . Headquartered in College Park, Maryland, IonQ has operations in California, Colorado, Massachusetts, Tennessee, Washington, Italy, South Korea, Sweden, Switzerland, Canada, and the United Kingdom. Our quantum computing services are available through all major cloud providers, while we also meet the needs of networking and sensing customers across land, sea, air, and space. IonQ is making quantum platforms more accessible and impactful than ever before. Location: Remote, U. S. Travel: Up to 20%, domestic and international. Job ID: 1895 The Role: IonQ is hiring a Director, Global Customer Sucess to own the post-sale customer experience across its space portfolio including Capella Data as a Service (DaaS) and satellite systems, Skyloom optical communications terminals and crosslink solutions, and the broader space solutions offering.

You will lead both customer success and technical support as a single global organization, accountable for onboarding, adoption, mission outcomes, renewals, and support performance for enterprise, defense, government, and international partner customers. This is a build-and-scale leadership role: you will define the operating model, stand up the support function and its SLAs, and grow a distributed team across time zones. Responsibilities : - 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: gross and net revenue retention, subscription and tasking-capacity renewals, expansion pipeline generated with sales, and churn reduction. - Define and run the customer lifecycle — onboarding and first-mission time-to-value, adoption and usage monitoring, success planning, executive business reviews, and health scoring with clear escalation triggers. - Stand up and operate the technical support function: tiered support model, follow-the-sun coverage, SLA and SLO definition, incident and outage response, root-cause analysis, and postmortem discipline. - Partner with engineering, mission operations, and product to resolve escalations, drive problem management, and feed recurring customer issues and requirements into the roadmap. - Support the channel and partner ecosystem: enable partner-delivered success and support, define what partners own versus IonQ, and maintain consistent service quality across indirect customers. - Instrument the function with data — support ticket volumes and deflection, first-response and resolution times, CSAT/NPS, adoption and consumption metrics — and report performance to executive leadership. - Build the team and the tooling: hire and develop global talent, select and operate CRM/CS and ticketing platforms, and create the knowledge base, documentation, and self-service resources that scale support. Requirements: - 10+ years in customer success, technical support, services, or post-sale leadership, including 5+ years leading global or multi-region teams in geospatial data, earth observation, satellite communications, satellite systems, defense technology, or enterprise data/SaaS.