Director, Global Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the global customer success and technical support organization, which includes regional customer success managers, technical account managers, and tier 1–3 support engineers.

• Take charge of post-sale commercial results, including gross and net revenue retention, subscription and tasking-capacity renewals, expansion pipeline, and minimizing churn.

• Establish and manage the customer lifecycle, encompassing onboarding, time-to-value for the first mission, monitoring of adoption and usage, success planning, executive business reviews, and health scoring.

• Set up and manage the technical support function with tiered support, round-the-clock coverage, SLA/SLO definitions, incident and outage responses, root-cause analyses, and postmortems.

• Collaborate with engineering, mission operations, and product teams to resolve escalations, drive problem management, and incorporate customer issues into the roadmap.

• Assist the channel and partner ecosystem by facilitating partner-delivered success and support while ensuring consistent service quality.

• Equip the function with support, satisfaction, adoption, and consumption metrics, and report performance to executive leadership.

• Develop the team and tools by recruiting and nurturing global talent, selecting CRM/CS and ticketing platforms, and creating knowledge bases, documentation, and self-service resources.

⛳️ Requirements

• Over 10 years of experience in customer success, technical support, services, or post-sale leadership.

• More than 5 years of experience leading global or multi-region teams in geospatial data, earth observation, satellite communications, satellite systems, defense technology, or enterprise data/SaaS.

• Proven track record of ownership over retention and renewal outcomes at scale, enhancing NRR, reducing churn, and driving measurable adoption of technical products.

• Experience in building a technical support organization from the ground up, including tiered models, SLA commitments, escalation paths, on-call and follow-the-sun coverage, and incident management.

• Experience serving U.S. government, defense, and intelligence customers alongside commercial and international accounts.

• Familiarity with mission-critical delivery expectations and export-control constraints (ITAR/EAR).

• Ability to engage credibly with technical and mission stakeholders on remote sensing, SAR, optical communications and cross-links, tasking, and data delivery workflows.

• Bachelor’s degree in business, engineering, or a related field.

• Willingness to travel up to 30%, including international travel.

• Active U.S. security clearance, or eligibility to obtain one (preferred).

• Familiarity with Gainsight, Salesforce Service Cloud, Zendesk, Jira Service Management, and support automation or AI-assisted deflection (preferred).

• Candidates must be a U.S. citizen or national, U.S. permanent resident, or lawfully admitted into the U.S. as a refugee or granted asylum due to export control laws and regulations.

🏝️ Benefits

• Bonus

• Equity

• Comprehensive medical, dental, and vision plans

• Matching 401(k)

• Unlimited PTO

• Paid holidays

• Parental/adoption leave

• Legal insurance

• Home technology stipend