Senior Customer Success Manager

Summary

Join OpsLevel, a leading internal developer portal company, as a Customer Success Manager and play a pivotal role in ensuring customer satisfaction and driving revenue growth. You will own the success of your book of business, developing deep customer relationships and understanding their needs. Responsibilities include driving renewals and expansions, acting as a customer SME, identifying and mitigating risks, providing product feedback, and partnering with sales. Success in this role requires a strong technical aptitude, strategic account planning skills, and excellent communication abilities. The ideal candidate will have 6-8 years of SaaS experience in a similar role and a proven track record of success in challenging customer environments. OpsLevel offers market-leading compensation, including equity.

Requirements

• 6-8 years SaaS experience excelling as an enterprise or senior CSM in the DevOps or very closely related domains
• Proven success driving change in challenging customer environments with highly technical stakeholders
• A strong technical aptitude and ability to understand complex software development systems and processes
• Demonstrable experience in strategic account planning and execution
• A strong commercial understanding and skill set
• Excellent presentation creation and delivery skills, with the ability to effectively engage all levels of stakeholders including the C suite
• Empathy, passion, determination, and a strong desire to win
• A scrappy drive, with experience working in small start ups

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. You will develop a deep understanding of your customers' businesses, their required outcomes, their challenges, their opportunities, the stakeholders and influencers and use that knowledge to ensure we are delivering value today, tomorrow, and in the future
• Customer SME - You will 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. You will constantly be assessing risk across many vectors… lack of acknowledged value, loss of buyer or champion(s), lack of usage, competitive threats, M&A activity, and more. You know how to recognize it because you have seen it before and know how to mitigate it
• Product Feedback - Acting as the voice of the customer, relaying product feedback and requests to the product development team. Advocating for our customers' needs. Introducing customers to new features and capabilities. Helping to facilitate avenues for product/customer partnerships
• Renewal and Expansion - You will be partnering with our sales organization to find expansion opportunities and help craft compelling strategies to close them. In addition you will play a key role in ensuring renewals are easy decisions for our customers
• Documentation - It’s not glamorous and automation will eventually take over for us on documenting notes, next steps, account plans, etc. but we aren’t there yet, so you will need to be very good at this
• Project Ownership - Own and drive Customer Success initiatives as we grow and scale. We are a small but awesome team, which means we get the opportunity to build what we use. Helping drive operational projects is a great way to learn, to contribute, and build the processes, systems, skills that benefit us all

Preferred Qualifications

Experience with SFDC, Gong, Slack, G Suite, Vitally (a plus)

Benefits

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