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, Sotheby's, 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 are very important and ground us in how we interact as one team:

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.

Please note that we are only hiring for this role within the Greater Toronto Area, or Western Canada/US at this time.

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 CSAO 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. 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.

Requirements

6-8 years SaaS experience excelling as a 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
Experience with SFDC, Gong, Slack, G Suite, Vitally (a plus)

Compensation

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

"Should I apply?" - Yes!

If you meet some or most of what we're looking for, we want to hear from you, and if you’re unsure - apply anyways!

What do I need to interview with OpsLevel?

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

Additional Information

We are building an inclusive and welcoming workplace where employees feel appreciated, valued and free to be who they are regardless of their gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique.

OpsLevel is an equal opportunity employer and we are dedicated to fostering an inclusive and barrier-free work environment for all employees and candidates. We encourage all qualified candidates to apply and if accommodation is required during any stage of the recruitment process, please contact any member of the Management team. We thank all applicants for their interest; however, only those selected for interviews will be contacted.

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Senior Customer Success Manager