Senior Manager of Customer Operations & Success

About the role

Intellian is seeking a senior leader to own the post‑sales customer experience across its satellite ground equipment portfolio. You will act as the champion for global clients, overseeing RMAs, incident and problem management while turning field data into actionable insights for product teams.

Key responsibilities

• Serve as the primary operational point of contact for strategic accounts in maritime, mobility, land and government sectors.
• Lead regular operational reviews (QBRs/MBRs) to discuss hardware performance, open tickets and deployment plans.
• Recruit, mentor and manage a small team of support and data analysts focused on field performance monitoring.
• Establish processes to analyse Gateways, VSATs and ESAs performance in real‑world environments.
• Identify component or software anomalies early to prevent large‑scale failures or recalls.
• Translate field data into feedback for Product Management, R&D and Quality Assurance.
• Oversee end‑to‑end post‑sale execution, coordinating Technical Support, Logistics/Supply Chain and RMA activities.

Required profile

• Senior‑level experience managing customer operations and post‑sales ecosystems.
• Proven ability to lead and develop small analytical teams.
• Strong customer advocacy mindset with experience conducting operational reviews.
• Data‑driven approach to early‑warning and lifecycle management.

Required skills

• Data analysis
• Incident management
• Problem management
• RMA process management
• Logistics coordination