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Customer Success Manager

| Greater Boulder Area
Qualified applicants can direct their queries to [email protected]
Apply now

The Culture

VictorOps is a fast-growing enterprise software startup located in Boulder, CO. This venture-backed team of 80+ is changing the nature of incident management — offering software that helps teams recover from problems quickly and build a culture of continuous learning. The company is made up of a strong mix of very talented and driven individuals, with a proven senior leadership team. The office layout is open and the floor plan helps to foster the casual, collaborative environment that has played a key role in the company’s innovation of its product. In addition, you will find everything you would expect in the office of a progressive and fun startup – stocked kitchen with snacks and drinks to keep you nourished, rooftop patio, and no less than two craft beers on tap for your enjoyment.

The Role

The Customer Success Manager is an energetic customer facing professional who will engage VictorOps customers to optimize their use of our solution. The CSM leads customers through the post-sale portion of the customer journey, serving as a trusted advisor in aligning customer needs with the VictorOps solution. The ideal candidate will be as passionate about VictorOps’ mission to empower software makers to build the future faster as they are about providing an exceptional customer experience. As a key source of voice of the customer inside VictorOps, we expect our CSMs to be active listeners as well as strategic thinkers who understand that wearing both the company’s and customers’ hats is a privilege that equates to success for both.

We are looking for a Customer Success Manager to:

  • Drive optimal customer success with the VictorOps solution, our reward being retention and expansion of a thriving customer base
  • Work with strategic customers throughout the adoption, retention and expansion phases of the customer journey
  • Design strategic workflows to enhance customers’ incident management processes with the VictorOps platform
  • Advocate internally on the customer’s behalf to prioritize activities that promote customer value and health
  • Lead implementation of the VictorOps platform with our higher tier customers via both virtual and onsite trainings
  • Throughout the customer relationship, via co-created customer success plans and quarterly business reviews:
    • Develop and maintain a deep understanding of customers’ business drivers and steer program activities to align with those goals
    • Monitor and measure customer satisfaction and the value realized from the VictorOps solution
  • Work cross-departmentally on both departmental and company quarterly initiatives
  • Become a thought leader and expert in modern incident management practices and workflows

This role requires a strong combination of:

  • Passion about customers and their success with our solution
  • Proactive, positive, self-starter, and team player style with a desire to continually improve the processes around you
  • Passion for contributing to the creation of a world-class customer success function
  • Ability to collaborate with people across functions to achieve short and long-term outcomes that drive customer success
  • Written and verbal communication skills, as well as excellent presentation and meeting facilitation skills
  • Track record of driving initiatives to ensure or improve upon a customer’s return on investment with our solution
  • Emotional intelligence including a “Can do attitude,” humility, coachability, and empathy for customers and colleagues

Requirements

  • 5+ years of experience in B2B environments working directly with customers in a success, sales or support role(s)
  • A technical mindset and the ability to digest complex scenarios and translate ideas back to customers in a concise way
  • 15-20% travel (~1-2 territory trips/quarter)

Sweet Benefits

  • A competitive salary, generous benefits, and equity
  • The chance to join a fun and hard-working team
  • A collaborative, open work environment at our office in the heart of downtown Boulder
  • New hardware of your choice, free snacks, a rooftop patio, and beer on tap

Compensation

At VictorOps, we offer a great package which includes: competitive base salary; medical plan; dental, vision, life and disability insurance; flexible spending accounts; a 401(K) plan; paid holidays and 3 weeks vacation. We believe in work-life balance, and we can prove it.

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Qualified applicants can direct their queries to [email protected]
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages

Location

We're centrally located in downtown Boulder, near local coffee shops, restaurants, and hiking trails.

What are VictorOps Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our FSA programs provide employees the ability to set aside pre-tax dollars to pay for health care and dependent care costs.
Dental Benefits
Vision Benefits
Health Insurance Benefits
All regular, full-time employees have access to medical, dental and vision insurance plans. We offer a variety of plan options so you can choose the plans that best meet your and your family's needs.
Life Insurance
Life and Accidental Death & Dismemberment coverage is fully sponsored to protect you and your loved ones.
Pet Insurance
We offer a 5% discount on certain insurance plans for your furry loved ones.
Retirement & Stock Options Benefits
401(K)
All regular employees are eligible to participate in our 401(k) plan, currently offered through TransAmerica.
401(K) Matching
Company Equity
Our equity awards give eligible employees the opportunity to own a piece of the company.
Employee Stock Purchase Plan
Our employee stock purchase plan allows you to invest in the company. Eligible employees can purchase stocks at a discounted price using their accumulated payroll.
Performance Bonus
We understand the importance of attracting and retaining the best talent, and therefore offer competitive incentive compensation programs for both our non-sales and sales employees.
Child Care & Parental Leave Benefits
Generous Parental Leave
We support you and your loved ones through life's various stages - we offer competitive maternity, paternity and adoption leave programs.
Remote Work Program
Employees are provided with the flexibility and tools needed to be the most effective at getting their jobs done, including remote access, collaboration tools and casual dress.
Vacation & Time Off Benefits
Generous PTO
15 paid vacation days: Work/life balance is important to us. We all need time away from work to recharge, travel, take care of ourselves, and spend time with family and friends.
Paid Volunteer Time
We value giving back to the communities we live & work in just as much as we value the products we create. We offer three (3) paid volunteer days to all regular employees.
Paid Holidays
16 paid company holidays: Work/life balance is important to us. We all need time away from work to recharge, travel, take care of ourselves, and spend time with family and friends.
Paid Sick Days
10 days of sick time: Work/life balance is important to us. We all need time away from work to recharge, travel, take care of ourselves, and spend time with family and friends.
Perks & Discounts
Beer on Tap
Casual Dress
Stocked Kitchen
We offer an array of snacks, drinks, prepared foods & catered meals on certain days of the week.
Some Meals Provided
Parking
Fitness Subsidies
We offer discounted gym memberships across the US.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
We encourage our full-time employees to attend job-related courses to build their skills and take charge of their career.
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Qualified applicants can direct their queries to [email protected]
Apply now
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