Head of Customer Success and Support

Job Description

About Sentry

Bad software is everywhere, and we’re tired of it. Sentry is on a mission to help developers write better software faster, so we can get back to enjoying technology.

With more than $217 million in funding and 85,000 organizations that believe we’re on to something, we're building performance and error monitoring tools that help companies like Disney, Microsoft, and Atlassian, as well as thousands of SMBs and individuals spend less time fixing bugs and more time building products. If you like to selfishly build things that make your digital life better, come help us build the next generation of software monitoring tools.

The Head of Customer Success will be responsible for ensuring Sentry’s Customers derive maximum value from their use of Sentry, as a foundation for expansion. In this capacity, you will be managing Customer Success & Support teams globally and report to the CRO. The goal is to develop a vision for what Customer Success at Sentry should look like across the different Customer segments, including Enterprise, Corporate & Self-service accounts and scale the organization as Sentry grows.

In this role you will:

• Drive successful Customer outcomes and ROI, including increased product adoption, expansion, advocacy and renewal rates while mitigating churn risk;
• Work cross-functionally with your peers in Sales, Solution Engineering & Operations to orchestrate Customer engagement;
• Manage and expand the Enterprise CS, Corporate CS, Self-service CS and Support Teams (about 20 FTE Total today and growing). Attract and manage best-in-industry talent, fostering collaboration across the team, identifying development and learning opportunities and coaching team members to uncover their highest potential;
• Serve as the senior leader coordinating Sentry’s response to customer escalations;
• Collaborate with the team managers to develop/refine Onboarding, Adoption & Risk Mitigation models that leverage common Customer Journey components, but are differentiated by segment (high-touch vs. scale);
• Design an infrastructure that balances digital & human touch. Work closely with the data teams to define product triggers and/or risk models that drive engagement. Implement processes, engagement templates and analytics/reporting that ensure Customer Satisfaction and execution discipline. Track & report on key metrics to inform the executive team.
• Drive operational excellence across the teams.

Qualifications

• 10+ years experience in Software-as-a-Service (SaaS);
• 10+ years leading customer success or support teams for technical products with mid-market and enterprise customers;
• Strong Customer empathy and proven ability to translate that into Customer Journeys & CSM/Support playbooks. Rapid growth and scale require us to continuously re-assess how we engage.
• Software development/technical background highly preferred;
• Strong track record of recruiting, developing, engaging, and retaining a high performing organization;
• Exceptional cross-organization collaboration and communication skills. Strong executive presence, influencing skills, presentation skills, and business insight.
• A demonstrable ability to implement and scale infrastructure to support both human and digital touch. Experience with Gainsight a plus.
• Demonstrated ability to manage multiple, critical projects.
• Experience with Product-Led-Growth not necessary, but eager to learn and capitalize on how PLG can be leveraged in CS & Support.

Benefits

• Competitive salary and meaningful equity
• 100% medical, dental, and vision coverage for employees, 75% company-paid for dependents
• Monthly commuter subsidy
• 401k program
• Learning & Development stipend
• Charitable matching program
• Generous parental leave policy
• Flexible working schedule and vacation policy, work from home policy, and real work/life balance
• Catered lunches
• Company events (Hack Weeks, All Hands, quarterly social events) and friends and family events
• Relocation assistance - you are living in, or willing to relocate to the San Francisco Bay Area

COVID Vaccine Required - Reasonable Accommodations for Medical or Religious Reasons Considered

Sentry values diversity and inclusivity in our company and is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.