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.