Director of Customer Success

  • Marketing
  • Remote job

Director of Customer Success

Job description

Netdata is looking for an experienced Director of Customer Success to drive customer loyalty, adoption and their implementation of Netdata Solutions. Reporting to the CEO, you will create deep and impactful relationships with our customers and ensure their satisfaction, and thereby contribute greatly to Netdata’s growth.

All candidates for this position should be comfortable communicating with both technical and business-oriented roles within a company and across a spectrum that consists of developers as well as IT VP’s and Directors.

Responsibilities

  • Be the lead customer liaison for Netdata.

  • Develop trusted advisor relationships with customers that include understanding each customer's strategy, technical environment and their unique measurements for success.

  • Demonstrate product knowledge and build the Customer Success Plan (CSP) to ensure broad adoption of Netdata solutions.

  • Lead regularly scheduled account reviews with customers to ensure effective usage of Netdata technologies and keep them abreast of updates / new features.

  • Anticipate and monitor at-risk installations and ensure concerns are managed promptly.

  • Be the customer's voice within Netdata by providing feedback to our teams on how we can better serve our customers and build improved products.

  • Eventually build/lead a customer success team that helps customers of all sizes transform how they monitor their IT infrastructure.

  • Create a playbook for getting users/customers up and running quickly.

  • Help define the customer journey; deploying processes to help customers take advantage of Netdata technology while uncovering new use cases.

  • Help drive customer optimization discussions and programs leading to UX improvements and best practices.

Job requirements

Requirements

  • 5+ years of experience in Customer Success, Project Management, Integrations Management Consulting, Support or related fields.

  • A desire for action and willingness to work in a roll-up-your-sleeves fashion.

  • An enthusiastic and dedicated approach to connect with customers and understand their needs, ensuring they understand and realize the full value of our solutions.

  • Ability to develop deep customer relationships that result in high levels of customer satisfaction.

  • Expert in deploying technology or support services with companies.

  • Possess creativity when it comes to educating customers on Netdata solutions.

  • A process-focused mindset that has a true love for customers.

  • Experience building and managing Customer Success and or Professional Services teams in a fast-paced, dynamic environment.

  • A strong strategic vision for the customer experience, professional services, and customer support.

  • Ability to leverage your business acumen to assess client needs and drive positive outcomes.

  • Extremely data driven; ability to understand user feedback and leverage it to help drive positive customer outcomes and adoption.

  • Excellent collaborator with the skills needed to engage across multiple teams (Product, Engineering, Marketing, etc.) and multiple geographies to drive the outcomes needed to ensure success

  • Professional, executive presence internally and externally.

  • Experience in working with complex technologies (IT infrastructures preferred).

  • Proven success working in a fast-paced, dynamic and rapidly changing startup environment.

Why join Netdata?

  • We are a team of industry veterans and senior tech pro’s that prioritize performance and ease of use over anything else.

  • We embrace remote work and great work-life balance.

  • We are solving hard problems that affect thousands of users and organizations worldwide.

  • We are deeply committed to Open Source and love our community.

  • We deeply care about system performance.

When you join Netdata, you can expect

  • A competitive salary.

  • A generous stock plan.

  • To join a venture-backed startup working with some of the most sophisticated investors of Silicon Valley.

  • To be part of our world-class team and interact with an amazing community.

  • To see first-hand how to grow and succeed in an engineering-first, open source-based company.

  • To find a culture that rewards doers.

Netdata is an Equal Opportunity Employer. We are committed to providing an inclusive work environment free of discrimination and harassment for everyone, regardless of race, color, religion, national or ethnic origin, sex, age, sexual orientation, gender identity, disability, sexual orientation, marital status, military service or other non-merit factor.