About BigPanda:

BigPanda’s Autonomous Operations platform - powered by Open Box Machine Learning - helps overwhelmed and understaffed IT Ops teams detect, investigate, and resolve IT incidents faster and more easily than ever before. By using BigPanda, enterprises such as United, Tivo, Workday, Riot Games, Intel and Autodesk are able to successfully and rapidly adopt AIOps, drastically reduce IT noise, and slash both the duration and frequency of painful outages. Join a world-class team that is transforming IT operations with backing from top-tier VC firms like Sequoia Capital, Battery Ventures, Mayfield, Insight Partners and TPG Growth.

We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We provide comprehensive health coverage, competitive compensation, and excellent perks. More importantly, we offer a supportive and highly collaborative environment to empower you to do the best work of your career.

About the Role:

The Director of Customer Success will act as a strategic partner to BigPanda customers and will be focused on driving and scaling the company’s ability to continuously add value and delight our customers. This role will be responsible for helping customers effectively leverage the BigPanda platform, supporting their ongoing issues and building strong, trusted relationships with our customers in all levels.

The ultimate measure of success will be BigPanda’s ability to maximize customer satisfaction, retention, and growth of existing accounts, while running a sustainable and effective CS business and providing a transformational experience for BigPanda Employees. 

Another key aspect of the role will be fostering a culture of Excellence, Urgency, Data Driven and business outcomes into the team’s DNA.

BigPanda is embarking on a tremendous growth period. This role is critical to our future success, reports directly to the VP of Customer Success and our and will be a core member of the post-sales leadership team scaling this company. The Director of Customer Success will oversee two post-sale functions- our CSM team and our Customer Support organization.

We are ideally looking for someone who can work out of our Mountain View HQ, but are also open to candidates in other locations. 

Responsibilities:

Customers:

• Build Executive Relationships: Rapidly build rapport with our customers to drive customer value and account control. Manage the ongoing customer relationship, ensuring that they are effectively adopting and deriving the maximum value from our platform. Act as the senior escalation point for our customers as needed. 
• Drive Customer Success Outcomes: Increase renewal rates and reduce churn; expand our revenue in accounts when possible; influence future lifetime value through higher product adoption, customer satisfaction and overall health scores; drive new business growth through greater advocacy and reference-ability; create company-wide customer feedback loop. 
• Provide ongoing support - continue to provide delighted support for our customers by having a high level accountability of our support organization. 

CS Practice:

• Build an efficient Customer Success & Support Machine: Define and constantly improve operational team metrics; establish system for tracking metrics and key milestones; leverage metrics to make data driven decisions and drive ever growing success for the team; expose metrics to the executive team and company. 
• Deploy a strategic and structured playbook: Distill and codify best practices; create a predictable and repeatable motion to scale Customer Success and Support operations sustainably while maximizing customer value realization.
• Operationalize team & structure: Actively manage and assess team allocations; own the team’s financial model including projections of costs, hiring plan, day-to-day capacity planning, and forecasts of renewal and upsell rates. 
• Build Differentiated Offerings: Build a post-sales process that efficiently differentiates between tiers of customers and levels of service, from BigPanda’s smallest accounts through to its most high-touch customers. Think strategically about pricing, go-to-market positioning, delivery, and execution of these tiers. 
• Drive a culture of Excellence - Embed excellence in our team’s DNA and drive urgency in every aspect of our team execution.

BigPanda Employees:

• Inspire and foster a customer-centric culture: create a company-wide culture of Customer Success with particular emphasis on partnering closely with our Sales organization to achieve growth and retention. Provide feedback related to the product experience to not only Sales, but Marketing and Engineering/Product organizations in a constructive way. 
• Lead a World-class Customer Success Team: attract high potential CS professionals; create rapid onboarding processes for new team members; foster collaboration within the team and across customer lifecycle; encourage continuous learning within the team. 
• Be a Player-Coach: Lead by example and mentor a team of distributed team of Managers, and Individual Contributors as they develop strategies to help our customers achieve their goals. 

Requirements:

• 4+ years of management experience with emphasis of being a hands-on mentor and growing the team from within.
• Recent experience as a Director/Sr. Director of a Customer Success at a Saas company with strong experience in previously scaling and operationalizing the function at scale. 
• Prior experience as a strategic advisor to Enterprise-level accounts; strong ability to understand clients’ business objectives and develop strategies to meet their goals. 
• Must be a hands-on and data driven business operator who is adept at building and defining processes, setting clear metrics, and effectively driving the team to meet objectives.
• Entrepreneurial spirit and bias for action with the appropriate level of urgency.  Ability to be effective in a dynamic and fast paced environment, with limited resourcing and significant ambiguity, to drive meaningful change and improvements quickly.
• Track-record of meeting and exceeding renewal and upsell targets within SaaS organizations.
• A great executive partner to other leaders and organizations, especially sales and product.
• A great communicator and listener; self-aware, collaborative, and open to feedback. 
• Tech savvy; able to leverage technology to realize efficiencies and make data-driven decisions.
• Willingness for 20% travel when safe to do so.

Nice to Have:

• Experience in the IT Ops / Monitoring space
• Familiarity using MEDDIC and command of the message in partnership with sales

Perks:

Work with a collaborative team and enjoy a highly driven culture that is committed to personal and professional development! Other company perks include:

• Virtual events, fireside chats, happy hours, and other opportunities to interact with the team
• Medical, Dental, and Vision coverage and 401k
• Flex PTO & 11 Company Holidays
• Life Insurance & Disability Coverage
• Flexible Spending Account
• Pre-tax commuter benefits (when we're back in the office!)