Manager – Starlink Customer Success

MANAGER, STARLINK CUSTOMER SUCCESS (EUROPE, MIDDLE EAST & AFRICA)

Starlink provides high-speed, low-latency internet to customers around the world. Our enterprise resellers bring Starlink to businesses across a wide range of markets and use cases.

As the Manager, Starlink Customer Success (Europe, Middle East & Africa), you will lead the team responsible for our enterprise reseller business across EMEA. This is a large and diverse region where customers may operate across multiple countries, currencies, legal entities, regulatory environments, and Starlink products. You will manage Customer Success Managers, Leads, and Specialists and be accountable for the performance and growth of the existing book.

Your team is responsible for growing revenue with existing customers, expanding their use of Starlink, and maintaining strong commercial relationships. Doing that across EMEA requires navigating significant differences between markets, including local billing and tax requirements, payment practices, import and logistics constraints, regulatory requirements, and product availability. You will be expected to understand those differences without losing sight of the commercial opportunity across the region.

This is a player-coach role. You will set clear priorities, coach and develop your team, and hold a high bar for performance. You will also stay close to key customers and step into the most important growth opportunities, renewals, payment issues, and escalations. We expect you to know your book, understand where growth is accelerating or blocked, and make sure your team follows through.

RESPONSIBILITIES

• Lead, hire, and develop a team of Customer Success Managers, Leads, and Specialists across Europe, the Middle East, and Africa
• Grow revenue across an existing book of enterprise resellers operating across a diverse set of markets
• Help the team identify and close opportunities for customers to expand their use of Starlink across hardware, service, data, and products
• Build hardware and service forecasts that leadership can rely on, accounting for differences in customer demand and execution across countries
• Develop a clear view of where the largest opportunities and risks are across the region and focus the team accordingly
• Work through local billing, tax, payment, regulatory, capacity, logistics, and activation issues when they are blocking revenue
• Partner with Sales, Channel Sales, Finance, Tax, Engineering, Operations, Support, and Logistics to move customer opportunities forward
• Align closely with regional Sales and Channel Sales teams so resellers receive a clear and consistent message across markets
• Identify issues that repeat across countries and work with the right teams to create solutions that can scale across the region
• Stay close enough to the work to know when to coach, when to step in, and when to let the team run independently

BASIC QUALIFICATIONS

• Bachelor’s degree or equivalent professional experience
• 6+ years in customer success, account management, sales, or another commercial role for a technical product
• 3+ years owning and growing a book of existing customers, with direct responsibility for revenue, retention, or expansion
• 2+ years of direct people management
• Experience managing enterprise customers across multiple countries or markets

PREFERRED SKILLS AND EXPERIENCE

• Strong track record of growing revenue within existing enterprise accounts
• Experience leading a commercial book across Europe, the Middle East, and/or Africa
• Experience operating across markets with different currencies, billing structures, tax requirements, regulatory environments, and payment practices
• Commercial mindset with the ability to understand a customer’s business, find opportunities, and turn them into revenue
• Experience leading geographically distributed teams responsible for customer and revenue goals
• Strong financial understanding, including pricing, billing, collections, payment terms, and international customer payments
• Experience working through complex customer issues across tax, logistics, regulatory requirements, capacity, or operations
• Ability to establish a consistent commercial approach while adapting execution to local market requirements
• Clear and direct communicator who can work effectively across different countries, cultures, and customer environments
• Experience in telecommunications, satellite, connectivity, networking, or another technical industry

ADDITIONAL REQUIREMENTS

• Must be willing to work onsite five days per week
• Must be willing to travel regularly throughout Europe, the Middle East, and Africa and to other SpaceX locations
• Must be available for early mornings, evenings, and occasional weekends to support customers across time zones and commercial deadlines
• Must be able to meet requirements for international travel