[Hiring] Senior Customer Success Manager @IonQ

Role Description

IonQ is developing the world's most powerful full-stack quantum computer based on trapped-ion technology. We are pushing past the limits of classical physics and current supercomputing technology to unlock a new era of computing. Quantum computing has the potential to impact every area of human society for the better. IonQ's computers will soon redefine industries like medicine, materials science, finance, artificial intelligence, machine learning, cryptography, and more. IonQ is at the forefront of this technological revolution.

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. Scientific expertise and hands-on credibility, combined with exceptional communication skills, are essential for success in this role.

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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Comprehensive medical, dental, and vision plans.
• Matching 401(k).
• Unlimited PTO and paid holidays.
• Parental/adoption leave.
• Legal insurance.
• Home technology stipend.