Devo, the cloud-native logging and security analytics company, empowers security and operations teams to maximize the value of all their data. Only the Devo platform delivers the powerful combination of real-time visibility, high-performance analytics, scalability, multitenancy, and low TCO crucial for monitoring and securing business operations as enterprises accelerate their shift to the cloud. Devo is proud to be recognized as a Great Place to Work®. 

Headquartered in Cambridge, Mass., Devo is backed by Insight Partners, Georgian, and Bessemer Venture Partners. Learn more at www.devo.com.

The Senior Director, Customer Success leads all core functions responsible for Devo customers realizing value through their access to our products. Customer Success owns the orchestration of the full customer journey from implementation/onboarding, customer success management, and support. This critical leadership role will focus on designing and executing Devo’s customer success strategy to help our customers achieve outsized quantifiable business outcomes while delivering a world class customer experience. While we believe the whole organization is responsible for our customers achieving success, this leader is a champion and key advocate representing the voice of the customer to influence key stakeholders and strategic decisions.

Responsibilities:

• Lead, manage, and motivate a growing team with people-first values
• Attract high potential, world class talent to the team
• Ensure a customer experience with our platform-based solutions that will drive world-class retention and advocacy
• Establish strategic vision for customer experience and how each CS function supports it
• Achieve targeted customer success outcomes ROI, retention, expansion, satisfaction, and advocacy
• Map the customer journey, establish listening points (user survey, etc), standardize calls to action, and continuously prioritize improvements in the process
• Establish healthy and productive cross-functional relationships to ensure a synchronized and ever-improving customer experience: Professional Services, Sales, Product, Marketing, Finance and more
• Work closely with Services leadership to ensure seamless customer experience that maximizes value by combining self-serve product adoption, consulting, and survey research
• Coach the team to engage with customers, elevating strategic impact and guiding them to adopt Devo solutions to achieve their goals
• Develop and evolve our Customer Health Scorecard driven by key engagement metrics to identify trends in customer satisfaction and retention risk and put in place mitigation strategies
• Drive enhanced engagement through technology.
• Responsible for investments that enable the team with better customer data, engagement, and outreach tools.
• Owns financial integrity of the CS department through development and execution of budgeting process for key CS resource investments and team incentive plans
• Support and deliver strategic business reviews with executives at top strategic customers

Qualifications:

• Strong empathy and passion for helping customers win!
• 10+ years of leadership experience in customer success, account management, consultative sales or business consulting
• 10+ years of experience working at a technology or data company, preferably delivered within a SaaS model
• Experience leading leaders and managing large (50+) teams
• Demonstrated track record of developing and mentoring great talent, and building and motivating high performing teams
• Deep knowledge of customer success best practices across all key CS functional areas: Onboarding, Training, Education, CS Management, Customer Support
• Demonstrate, value, and advocate for a culture of continuous learning
• Experience leveraging data and analytics to drive decision making with a willingness to experiment and iterate
• Experience as a power user of Microsoft Excel and related customer relationship management tools like Salesforce.com and Hubspot.

Background Experiences:

• A people builder. Demonstrated ability to instill a culture supporting team members’ career growth; constructed compelling development plans targeting individual career goals
• Demonstrated ability to scale engineering organizations, align teams, and constantly assesses talent against the needs of the roadmap
• Cross functional empathy across the company; establishes relationships with other leaders inside and outside the organization