Senior Customer Success Manager

Customer Success Manager

Employment Type: Full-Time Location Type: Remote

About OpsLevel

OpsLevel is the leading internal developer portal designed to help engineering teams build, ship, and maintain software better than ever. We believe that developer portals are the linchpin to a successful developer experience. With customers like Duolingo, Okta, Keller Williams, and Hootsuite, we know that the best businesses in the world prioritize a great developer experience in order to beat the competition.

We're a fully-remote team of folks who care deeply about the daily lives of developers, with team members across North America and Europe. OpsLevelers live our company values on a daily basis and when we’re not heads-down on a project or collaborating in real-time over Zoom, we're competing in trivia over lunch or sharing the latest fur baby photo in #pets-to-make-you-live-longer.

Our Culture and Values

• Empathy: Think of others; think of your users
• Growth Mindset: Get comfortable with being uncomfortable
• Intellectual Honesty: The best solution is more important than anyone's ego
• Focus & Efficiency: Keep the main thing the main thing
• Simplicity

About the Role

We’re a growing startup in the DevOps/SRE space, and we're looking for someone who's passionate about partnering with our customers to ensure they are appreciating maximum value from their investment with us. The core focus of the Customer Success organization at OpsLevel is to protect and grow the revenue from our customer base. We do that through ensuring we are proactively driving real, acknowledged, progressive value over the lifetime of our relationship with each customer, across all of the associated stakeholders.

In this role, you are in the driver’s seat, you own the success of your book of business, but aren’t expected to do it alone. The entire company is focused on supporting you… your job is to employ those resources to execute a well thought out strategy that ensures our customers have the best possible experience.

This is an exceptional opportunity for the right person to bring their deep domain knowledge and technical aptitude coupled with their years of hands-on strategic, enterprise customer success experience to achieve real results and success.

Are You a Good Fit?

Some indicators of whether you might be a good fit for this role are:

• You know what a yaml file is.
• You’ve worked closely with your customer’s stakeholders with titles like… VP, Engineering, Head of DevOps, CTO/CIO, Director of SRE, Senior Platform Engineer.
• You can clearly articulate the difference between microservices and a monolith.
• You can build a strategic account success plan, drive universal buy in, and execute it while juggling 30 other items.
• You know what a CSAS is, how to forecast a renewal, and what T’s and C’s are.

Responsibilities

Driving Continued Success

• Renewals and expansions happen for one reason - the customer acknowledges the unique value you are delivering and expect to receive in the future. You will own this.
• Develop a deep understanding of your customers' businesses, their required outcomes, their challenges, their opportunities, the stakeholders and influencers.
• Use that knowledge to ensure we are delivering value today, tomorrow, and in the future.

Customer SME (Subject Matter Expert)

• Be the voice of the customer for your book of business.
• Your insight and feedback is critical in helping to ensure we are building what our customers need; solving their challenges, and helping them win.

Risk Alarm

• The worst thing in a customer success organization is being surprised.
• Constantly assess risk across many vectors… lack of acknowledged value, loss of buyer or champion(s), lack of usage, competitive threats, M&A activity, and more.
• Recognize and mitigate risks based on prior experience.

Product Feedback

• Act as the voice of the customer, relaying product feedback and requests to the product development team.