Customer Success Business Strategy & Operations Director - Quantum Computing

We are looking for a Director of Customer Success. As a Customer Success leader, you’ll be part of a cross-functional team whose mission is to lead IonQ on its journey to build the world’s best quantum computers to solve the world’s most complex problems. 

Join a nimble team of scientists, engineers, marketers, business developers, and product managers to drive an entirely new quantum computing business. We’re seeking versatile Customer Success professionals to manage combining the customer’s goals with the business’s goals to form a cohesive, data-led, and customer-informed process. 

This is a high visibility role where you collaborate with, and influence, both external and internal stakeholders and internal IonQ teams like sales and product marketing. You will serve as a trusted advisor to your customer and will enable them to achieve their complex outcomes through widespread adoption and advancement of Quantum computing capabilities. 

This position offers you the unique opportunity to roll up your sleeves and make the puzzle pieces fit together to help shape and execute a strategy to build broad use of IonQ’s technology within a growing customer base. 

Responsibilities: 

• Create an optimized and data-led model of the customer journey, and get stakeholder alignment
• Determine metrics, health scores, and KPIs relevant to each account/team/business 
• Use analytics data to proactively predict and avoid customer challenges
• Develop and implement effective adoption strategy to allow customers to meet and exceed their business goals and solve technical challenges 
• Understand customer needs to drive product improvements by influencing roadmaps of internal and external stakeholders
• Increase product adoption, customer loyalty and retention, and customer satisfaction while actively reducing churn
• Own creation, adoption and and successful implementation of lifecycle plans for the customers’ quantum journey and initiatives
• Turn customer success relationships into business partnerships that can drive quantifiable value for the customer and IonQ
• This position can have periods of a minimum of 30% travel

You’d be a good fit with: 

• 7+ years of experience as a leader in customer facing roles or equivalent, with proven performance and revenue-related goal achievement
• 3+ years of experience with creating strategy and driving metrics and results metrics for customer adoption and renewals
• Bachelor’s degree or equivalent in Machine Learning, Data Science, or other STEM field
• Motivated learner with a strong interest in quantum technology
• Excellent communicator able to influence senior level decision makers 

You’d be a great fit with:

• Experience with Global Customers
• Experience with Consultative or Advisory practice
• Experience with Quantum or Deep tech like AI/ML