Customer Success Manager - Transit

STARLINK CUSTOMER SUCCESS MANAGER (TRANSIT)

Starlink is delivering high-speed, low-latency internet around the world. Customer Success is the post-sale owner of the customer relationship, where they are the single name on a book of enterprise accounts from contract signature through onboarding, activation, payment, and long-term growth. This role owns Starlink Transit accounts (formerly called Community Gateway). Each site is a project and often a separate customer: licensing, hardware, installation, activation, and ongoing service. You take assigned accounts from contract signature through site bring-up, payment, and expansion. Sales books the deal. You own everything after. This is an individual contributor role, and the ideal candidate is a self-starter who is comfortable operating without a defined playbook, holds a high bar of communication, and treats revenue, activation, and account health as their personal responsibility. 

RESPONSIBILITIES: 

• Own assigned Starlink Transit accounts and sites from contract signature through onboarding, activation, day-to-day management, and long-term growth as the primary customer contact 
• Hit and exceed revenue targets on time by tracking readiness, shipments, licensing, activations, and payments, and by raising risks early when dates or dollars may slip 
• Keep internal systems current so account status, site status, risk, and opportunity are visible in one place 
• Monitor account health—including contract compliance, statements of work, KPI performance, invoicing, logistics, site licensing, and the customer relationship—to prevent delayed cash or churn 
• Set clear expectations with customers and partners on what SpaceX can and cannot commit to on timing and delivery 
• Build account plans that define current state, a healthy account, and the next dollar of revenue 
• Identify expansion, additional sites or capacity, follow-on statements of work, and new ways customers can use Starlink Transit 
• Facilitate leadership business reviews that connect Starlink performance to customer results 
• Forecast retention and revenue for the book so leadership can plan against a real number 
• Bring customer feedback into SpaceX and work with engineering, support, finance, operations, and market access to reduce errors across accounts and sites 
• Treat each site as a project through activation—coordinate hardware, licensing, installation partners, and internal teams until the site is live and billing 
• Help shape how we operate Transit at scale, including onboarding, order tracking, and getting paid 
• Document processes that support expansion and scaling of the business 

BASIC QUALIFICATIONS: 

• Bachelor’s degree in engineering, business, or a related field, OR high school diploma / equivalency certificate and 6+ years of professional experience in account management, customer success, business development, operations, or a technical customer-facing role 
• 5+ years owning a defined book of business with accountability for customer health and revenue (retention, realization, expansion, or collections), not just project delivery 
• 5+ years supporting customers on a technical product or service 

PREFERRED SKILLS AND EXPERIENCE: 

• Experience delivering multi-site or project-based customer work (site bring-up, infrastructure, or similarly complex deployments) 
• Experience with telecommunications, satellite, networking, or similar infrastructure sold to enterprise, telecom, or government customers 
• A track record of growing revenue inside existing accounts, such as expansion, additional sites, or new ways the customer uses the product 
• Experience running several complex workstreams at the same time and delivering them on tight timelines 
• Strong written and verbal communication, with the ability to work clearly with executives, operators, and finance 
• Experience with licensing, import, or multi-country deployments 

ADDITIONAL REQUIREMENTS: 

• Willing to work early mornings, evenings, and weekends as needed for customer time zones and critical site milestones 
• Willing to travel to customer sites as needed