Manager, Starlink Customer Success

MANAGER, STARLINK CUSTOMER SUCCESS (ASIA-PACIFIC & OCEANIA)

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 (Asia-Pacific & Oceania), you will lead the team responsible for our enterprise reseller business across Asia-Pacific, including Australia, New Zealand, and the Pacific Islands. The region spans a broad set of countries, time zones, regulatory environments, and customer needs, with resellers often operating across multiple markets. 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. Across Asia-Pacific and Oceania, turning an opportunity into revenue can depend on product availability, capacity, local billing requirements, regulatory readiness, logistics, and activation. You will help the team navigate those constraints while keeping the focus on growth.

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 the next opportunities and risks are, and keep a geographically distributed team focused on the right work.

RESPONSIBILITIES

• Lead, hire, and develop a team of Customer Success Managers, Leads, and Specialists across Asia-Pacific and Oceania
• Grow revenue across an existing book of enterprise resellers
• 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, with a clear view of opportunities and risks across markets
• Develop a clear view of where demand is growing across the region and what is required to turn that demand into revenue
• Work through billing, payment, regulatory, capacity, logistics, product availability, and activation issues when they are blocking growth
• 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 problems that repeat across countries and work with the right teams to solve them at scale
• Build strong coverage and operating discipline across a team working with customers in widely separated time zones
• 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 Asia-Pacific and Oceania
• Experience managing customers across geographically distributed markets with different regulatory, billing, logistics, and product requirements
• 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, and payment terms
• Experience working through complex customer issues across logistics, regulatory requirements, capacity, billing, or operations
• Ability to prioritize across a large region and distinguish the highest-value commercial opportunities from operational noise
• 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 Asia-Pacific and Oceania and to other SpaceX locations
• Must be available for early mornings, evenings, and occasional weekends to support customers across regional time zones and commercial deadlines
• Must be able to meet requirements for international travel