Senior Customer Success Manager (Quantum Adoption & Technical Enablement)
Posted Updated
Description
- We are looking for a Senior Customer Success Manager, Quantum Adoption & Technical Enablement 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 be IonQ’s primary customer-facing technical expert, going hands-on with customers to drive real adoption of our trapped-ion quantum computers
- You will bridge deep platform and quantum-algorithm expertise with customer empathy, guiding organizations through performance optimization, circuit design, and workflow integration as they build on IonQ’s platform
- As a trusted technical advisor, this position offers a high-visibility opportunity to influence and inspire highly technical internal and external stakeholders, ensuring they have the best possible experience on our platform
- Technical Onboarding & Platform Mastery: Facilitate adoption for major accounts by translating contract terms into technical provisioning, leading onboarding sessions, and managing day-to-day technical engagement operations
- Performance Optimization & Circuit Design: Leverage expertise in optimization, machine learning, and chemistry/materials simulation to guide customers on best practices for designing quantum circuits, applications, and workflows, in close collaboration with quantum compiler and system experts
- Technical Support & Blocker Removal: Standardize troubleshooting workflows for job failures, establish Customer Success team best practices, and provide direct, high-touch technical support to remove barriers to adoption
- Curriculum & Enablement Content: Expand IonQ’s user base by identifying real-world challenges for industry customers and creating workshops, challenges, and curricula, including code, circuits, slides, and videos, that empower them to learn and apply quantum computing
- Product Advocacy: Act as the primary internal advocate for user perspective across Product, Cloud Platform, Data Engineering, and Ops, on topics ranging from specific UI/UX design to high-level platform architecture
- Data-Driven Customer Health: Design and maintain dashboards tracking job metrics, system usage, and overall customer health, and leverage usage data to provide actionable technical intelligence to internal teams
- External Technical Representation: Represent IonQ on standards bodies, government committees, quantum working groups, industry panels, and other relevant forums, leading technical sessions and workshops at industry conferences
- Cross-Functional Technical Alignment: Collaborate with Product Management, Product Marketing, Sales, and Engineering teams to provide technical customer insights on product functionality, documentation, and educational materials, and refine term-sheet language to align customer expectations with technical capabilities
- Scientific expertise and hands-on credibility, combined with exceptional communication skills, are essential for success in this role
- Strong understanding of key physics concepts and mathematical techniques relevant to quantum computing, including linear algebra and probability
- Master’s or PhD in Physics, Computer Science, Machine Learning, Operations Research, or a related STEM field
- 3+ years of experience creating customer-facing technical content such as training material, success plans, playbooks, and workflows
- Working knowledge of Jupyter Notebook, Google Colab, or similar platforms
- Hands-on experience with Python and quantum frameworks such as Qiskit, Cirq, PennyLane, CUDA-Q, or other quantum computing SDKs
- Exceptional technical and executive presentation skills, with the ability to influence and inspire audiences ranging from researchers and end-users to C-suite executives, all with varying levels of quantum knowledge
- Proven ability to teach complex topics to diverse audiences, tailoring curricula to customer needs, including large lectures, smaller study sessions, and one-on-one mentoring
- 5+ years of experience in technical customer-facing roles or equivalent, with a proven track record of performance and goal achievement
- This position can have periods of occasional travel to customer sites and conferences, with evening/off-hours meetings as needed to support global customers
- In-depth knowledge of the strengths and weaknesses of various quantum computing hardware platforms, with a solid understanding of quantum hardware-software dependencies
- Demonstrated experience in quantum information science, applications, and algorithms
- Experience with SaaS platforms, REST APIs, and/or HPC systems
- Proficiency in SQL; experience in data science or data analytics
- Familiarity with subscription-based and renewal business models
- Ability to engage in technical and business discussions with professionals across diverse domains, including finance, pharmaceuticals/healthcare, chemistry, computer vision, and operations research