Head of Customer Success

At OpsLevel, Customer Success consists of Customer Success Managers (CSMs), and Customer Success Engineers (CSEs), who partner together to play a key role in ensuring long-term retention and growth.  The Head of Customer Success will be tasked with building and managing a team that is expected to assist customers with achieving business outcomes.  This is a full-time North America-based remote position reporting to our CEO.

What You’ll Be Doing

• Build and manage all aspects of OpsLevel’s rapidly scaling Customer Success function, globally.
• Coach and develop the team to deliver a world class customer success experience.
• Define and design a customer journey, including key customer interactions and expected value propositions and metrics for each.
• Develop playbooks for key phases of the customer journey including Onboarding, Adoption, Renewal, and Expansion.
• Bring the voice of the customer to OpsLevel as you partner with engineering, marketing, and product to deliver a best-in-class customer experience.
• Measure, report, and analyze account health, playbook progress, account sentiment in order to optimize the customer journey continuously through innovative practices focused on driving adoption, retention, and expansion.
• Analyze churn and develop a deep understanding of churn drivers and develop churn mitigation strategies.
• Manage operational dashboards to monitor changes in performance and customer health. Produce weekly, monthly, and quarterly reporting as required.
• Develop, measure, and maintain operational excellence for the Customer Success team including Key Performance Indicators (KPIs).
• Develop and present strategies to executive leadership on topics such as improved adoption, reduced time-to-value and influencing of customer expansion.
• Design, develop, and launch specialized engagement models for OpsLevel’s various customer segments, including high-touch, scaled and digital delivery playbooks and processes.
• Monitor, track, and report on escalation paths for customer requests and develop processes to ensure follow-up with customer escalations, issue resolution, customer satisfaction, and internal product prioritization.
• Establish, measure, and monitor KPIs and metrics to track team goals and drive operational efficiency with a focus on product adoption, customer health, and advocacy.
• Drive strategic initiatives such as developing best practices documentation, playbooks, and customer enablement opportunities.
• Collaborate with cross-functional teams to advocate for customers and to improve overall customer experience.

What You Bring

• 5+ years of management experience in organizations with a strong brand of outstanding customer success.
• Ability to build and scale foundational processes, as well as deep familiarity with setting up operations and tooling.
• Demonstrated ability to flourish in globally distributed teams.
• Customer-focused mindset, with strong advocacy to ensure customer issues are resolved with urgency.
• Proven ability to work with cross-functional teams to improve the customer experience.
• Creative, analytical and results-driven orientation, demonstrated through the ability to draw conclusions, themes, and trends from data analysis, make recommendations on findings and communicate results effectively.
• Experience with long term business planning and strategy setting at the executive leadership level.
• Experience with executive stakeholder management and a strong executive presence.
• Ability to travel up to 25% of the time when needed.

Essential Qualifications

• Comfortable working in a fast-paced startup environment
• Experience working with technical customers in the software development or DevOps domains
• Collaborative and team-focused, with a willingness to take initiative
• Preferred: Experience guiding enterprise organizations through transformational change in technical domains

Compensation

We offer market-leading compensation, including equity, based on the skill set and aptitude of the candidate.

What do I need to interview with OpsLevel?

Not much!  A working web camera, microphone, and (ideally) a quiet place with minimal background noise.