Senior Customer Success Manager, Quantum Adoption & Technical Enablement

IonQ develops quantum computing platforms and services. The Senior Customer Success Manager drives customer adoption of IonQ’s trapped-ion quantum computers through technical onboarding, performance optimization, support, and enablement, while advising customers and coordinating feedback across internal teams.

Responsibilities:

• 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

Requirements:

• Master's or PhD in Physics, Computer Science, Machine Learning, Operations Research, or a related STEM field
• 5+ years of experience in technical customer-facing roles or equivalent, with a proven track record of performance and goal achievement
• 3+ years of experience creating customer-facing technical content such as training material, success plans, playbooks, and workflows
• Hands-on experience with Python and quantum frameworks such as Qiskit, Cirq, PennyLane, CUDA-Q, or other quantum computing SDKs
• Working knowledge of Jupyter Notebook, Google Colab, or similar platforms
• Strong understanding of key physics concepts and mathematical techniques relevant to quantum computing, including linear algebra and probability
• 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
• 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