Starlink Customer Success Account Lead (SMB/Fixed-Site)

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. The Starlink Customer Success Account Lead will serve as the primary point of contact for a portfolio of SMB customers and resellers, ensuring impeccable customer service and ongoing account management to drive growth and retention. This role focuses on building relationships, collecting customer feedback, and implementing process enhancements to improve the overall customer experience.

Responsibilities:

• Act as the primary point of contact for a portfolio of SMB customer and resellers by building and managing a one-to-many strategy to own the interface from contract signature onwards including onboarding, ongoing account management, and long-term retention/growth of the relationship and revenue. In particular, this role is focused on:
• Delivering impeccable customer service at scale to SMB customers and resellers
• Developing engagement strategy and content for SMB organizations that enables continuous growth and self-support
• Building relationships to identify requirements and manage expectations
• Collecting, communicating and championing customer feedback internally to influence and steer programmatic and technical development required to maintain and grow our SMB business
• Retaining and growing the value of SMB accounts in both hardware and service revenue
• Maintaining a culture of extreme ownership to drive continuous growth and streamline process efficiency
• Identify the top growing accounts by region to develop relationships and growth strategies by understanding the root of how the customer is using Starlink to provide business solutions
• Act as an extreme owner of SMB accounts to realize forecasted revenue on or ahead of schedule, identifying and successfully communicating readiness levels, requirements, schedules and risks
• Identify and lead implementation of process and system enhancements to improve handoffs and execution across various cross-functional teams, evolve the customer experience, or scale the business while balancing resources and headcount