Customer Success Role
Drive Customer Understanding & Adoption
Ops, DevOps, and IT are entering a brave new world of dynamic systems, faster deployments, hybrid environments, continual change, and more. Along with this, they are getting a plethora of disjointed tools, most of which are focused on one issue or area, few of which are full-stack, and none of which are full-lifecycle.
This gets more complex and harder to document, manage, or troubleshoot as things move to micro-services, serverless, Lambda, and hybrid. Ops is not getting easier, nor systems better.
What if we can fix all this ? What if we can provide a single unified operations platform integrating design, build, change, monitoring, expert systems, reverse engineering, security, performance, SRE, logging, CMDB, audit, and much more? For the full-stack (cloud, OS, services, serverless) and full life-cycle (forward, reverse, change engineering and management) ?
This is not easy, but our decade of deep experience managing the world's largest systems has given us the background and expertise to do what must be done. We've been building these tools for many years, so now is the time to bring these to the world at large.
You can be part of this team, as we finish productizing and building out the first generation of this platform, laying the groundwork to take over the world of operations.
You will also be among the first hires, and thus set the tone and culture of the company for the years to come.
Customer Success Management is a core role in building OpsStack for our customers, you are the front-lines of working with customers and of course their success. This means owning customers from first trial through years of upgrades, up-sells and success (though this is not a sales role).
When OpsStack was launched in China we built the first generation of related docs and processes, but will look to you to take this over and expand it into a world-class CSM team, and all that goes with that.
This is a large and complex product in a fast-moving world, with a lot of moving parts. But we need our customers to trial, buy, use, and grow into it over time; and its role is to simplify things for them, so our world can be messy and complicated, but to the customer, simple and straight-forward; that's your job.
You must understand the technology to some degree, Ops processes a lot, and the customer for sure. Expect a lot of customer face time, of course, but also a very strong voice on what users need, and a lot of discussion over what matters, to who, and why.
This is an exciting job at the forefront of Cloud and DevOps technologies; however, it's not easy. Our job is to run the Ops world, and last time we looked, that world had a lot of moving parts, technologies, and players. Understanding all of it, all the time, is not for the faint-of-heart. There is a LOT to understand, and it'll feel overwhelming at first, but we'll help you through it.
This is a perfect job for a mid-level CSR or CSM looking to move up and lead a product's success.
You need several years Customer Success Rep or Management experience. In a seriously technical product. Ideally in SaaS, IT, and Cloud. You don't need to be an engineer, but thinking like one will help; a lot. You need to be respected by engineers and the customer.
This is an Ops & Cloud product, perhaps so ideally you have some experience managing Linux Systems or in managing AWS cloud resources - we will train you and put you on-site in real operations teams, in the USA and probably China. You will become intimately familiar with Cloud & Internet Operations, so the more you know now, the better off you'll be.
You also need experience in CSM tools, and be able to talk about their use, misuse, and best practices.
Beyond that, it's mostly about cultural fit as we work hard, speak up a lot, go to bat for the customers, and the team, all the time. You represent the customer.
How to apply for this role
To apply, please send your resume and an overview of why this is the role for you.
We strongly encourage a diverse workforce & a wide pool of applicants. We are everything-friendly.
Send to: Jobs (at) OpsStack.io