OpsLevel is the leading internal developer portal designed to help engineering teams build, ship, and maintain software better than ever. With customers like Duolingo, Sotheby's, Keller Williams, and Hootsuite, OpsLevel knows that the best businesses in the world prioritize a great developer experience in order to beat the competition. OpsLevel is a fully-remote team of folks who care deeply about the daily lives of developers, with team members across North America and Europe. The company values empathy, growth mindset, intellectual honesty, focus & efficiency, and simplicity. OpsLevel is committed to building an inclusive and welcoming workplace where employees feel appreciated, valued, and free to be who they are regardless of their unique characteristics.
At OpsLevel, the Head of Customer Success will be responsible for building and managing a team that assists customers with achieving business outcomes. This full-time remote position requires 5+ years of management experience in organizations with a strong brand of outstanding customer success. The role involves coaching and developing the team to deliver a world-class customer success experience, defining and designing a customer journey, and bringing the voice of the customer to OpsLevel. The Head of Customer Success will also be responsible for measuring, reporting, and analyzing account health, churn analysis, and developing churn mitigation strategies. The role requires the ability to work with cross-functional teams, travel up to 25% of the time, and work in a fast-paced startup environment. OpsLevel offers market-leading compensation, including equity, based on the skill set and aptitude of the candidate.
Responsibilities:
- 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.
