Head of Customer Success, OpsLevel
Includes equity
Internal developer portal for high-performing teams
Job no longer available
Internal developer portal for high-performing teams
21-100 employees
Job no longer available
Includes equity
21-100 employees
Company mission
To help engineering teams ship high-quality code, faster.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
New compound titles like DevOps, DevSecOps, and the rise of Shifting Left have developers involved in far more operational complexity than ever before. With developer talent relatively thin on the ground, burnout and high turnover is not one that employers can run. Nor can companies afford to have overworked developers compromising on software security. OpsLevel’s developer portal offers a suite of microservices designed to reduce the time developers spend on rote work, as well as simplifying and centralizing crucial operations.
The need for tools and platforms like this that help to rapidly build and scale software is increasingly crucial. So we’re seeing a lot of developer productivity tools crop up - and the market begin to swell to over $50B globally. This gives OpsLevel a lot of room to grow, even with giants like Amazon joining the scene.
OpsLevel’s founders bring a substantial amount of on-the-ground experience to their product, and have crafted a portal used by top-level customers like Duolingo, Hootsuite, and Zapier. In a market that’s looking strong, it's holding its own - and growing fast.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Mar 2022
$15m
SERIES A
Nov 2020
$5m
SEED
Total funding: $20m
Company benefits
- We've got you covered: We offer comprehensive benefits (health, dental, vision, paramedical) to all our employees from day one
- Room to grow: We offer everyone a chance to undertake new projects to stretch their skill sets
- Work from home stipend: We give you $500 to have whatever you need to make your home office wonderful
- Unplug: Four week vacation for everyone and a culture that prioritizes family over work
- Monthly team lunches: Lunch is on us once a month so you can bond over trivia or games with your fellow OpsLevelers
- Everyone has a voice: Innovation doesn't know hierarchy. We make sure everyone is heard, considered and respected
Company HQ
CityPlace, Toronto, ON
Leadership
Josh Laban
(Co-Founder & CEO)Worked in Software Development for Amazon, before founding engineering services company EveryNine. Subsequently held a number of Senior Software Engineering roles at PagerDuty, and was an Associate and Mentor at Creative Destruction Lab.
Kenneth Rose
(Co-Founder & TO)Previously held several Software Development roles at Autodesk, SurfEasy, and PagerDuty, before moving on to serve as Software Lead at Shopify.
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