Senior Customer Success Manager, Business Strategy & Adoption

Role Overview

Role:

We are looking for a Senior Customer Success Manager, Business Strategy & Adoption to join a dynamic, cross functional team dedicated to driving IonQ's mission of delivering exceptional experiences for our customers. In this role, you will own the commercial and strategic side of the customer relationship, ensuring customers unlock the full business value of our quantum platform. You will align our offerings with each customer's priorities, build the plans and metrics that drive adoption and renewal, and serve as a trusted business advisor as organisations bring quantum computing into their operations.

As a trusted advisor, this position offers a high visibility opportunity to influence and inspire both business and highly technical stakeholders, inside and outside IonQ, ensuring they have the best possible experience on our platform. Customer obsession, commercial acumen and exceptional communication skills are central to success in this role.

Responsibilities:

You will work directly with global clients who are defining and solving real world challenges using IonQ's trapped ion quantum computers, acting as their primary business point of contact. You will create a data led model of the customer journey, drive stakeholder alignment on it, and own the creation and successful delivery of lifecycle plans for each customer's quantum journey.

You will set the metrics, health scores and KPIs relevant to each account, using analytics to identify risk early, remove barriers to adoption and minimise churn. You will define new service offerings and packages based on customer feedback and IonQ's strategic goals, and drive their execution, including renewal and expansion.

You will collaborate with Product Management, Product Marketing, Sales and Engineering to share customer insight on product functionality, documentation and educational material, and to influence roadmaps. Externally, you will represent IonQ on standards bodies, government committees, quantum working groups, industry panels and other relevant forums, using strong programme management skills to keep multiple interconnected initiatives aligned with IonQ's goals.

Key responsibilities include:

• Strategic account ownership: act as the primary business contact for global clients using IonQ's quantum computers.
• Adoption and lifecycle strategy: build and deliver lifecycle plans for each customer's quantum journey.
• Health, metrics and retention: define KPIs and health scores, and use analytics to reduce churn.
• Commercial offer development: shape new service offerings and drive renewal and expansion.
• Value realisation: turn customer relationships into partnerships that deliver measurable value for the customer and for IonQ.

Requirements:

You will bring 7+ years of experience as a leader in customer facing, customer success or account management roles, with a proven track record against performance and commercial targets, including 3+ years creating strategy and success plans and driving adoption, renewal and retention for enterprise or strategic accounts. You will hold a bachelor's degree or equivalent in Business, Machine Learning, Data Science or another STEM field, and be familiar with subscription and renewal business models.

You will have exceptional executive presentation and communication skills, with the ability to influence audiences from end users to C suite executives. You will be a motivated learner with a strong interest in quantum technology, able to translate technical capability into business value, and comfortable responding to shifting priorities in a fast paced, interdisciplinary and international start up environment.

You’d be a great fit with:

• Experience with global, strategic or public sector customers.
• Experience with consultative or advisory practices.
• Experience in quantum computing or another deep tech field such as AI and machine learning.
• Experience creating business strategies and objectives and implementing them with data driven reporting.
• Confidence in business discussions across domains such as finance, pharmaceuticals and healthcare, chemistry and operations research.

The total compensation package includes base salary, bonus, equity, and a range of benefits available on our career site.