Director of Customer Success

Employees at Gremlin have the unique chance to be at the forefront of a new IT practice, Chaos Engineering, just as the industry is beginning to adopt it. Our team is growing and you have an opportunity to join us as we transform how companies like Target, Twilio, National Bank of Australia, and many more build reliable software.

"Gartner anticipates that 40% of organizations will implement chaos engineering practices as part of DevOps initiatives by 2023, reducing unplanned downtime by 20%."

Source: https://www.gartner.com/smarterwithgartner/the-io-leaders-guide-to-chaos...

Chaos Engineering helps engineers test large computer systems to discover system problems before those problems cause outages. This is a foundational approach for every company that provides mission-critical, always-online services. Gremlin provides a platform that makes the practice much faster to implement and easier to use for both large and small enterprise customers.

About the Role of the Director of Customer Success

The Customer Success team is responsible for driving adoption, growth and long-term value realization for Gremlin's customers through structured programs to provide product expertise and Chaos Engineering best practices. We are searching for a player-coach to lead the high-performing Gremlin Customer Success team as the Director of Customer Success. The team partners cross-functionally with every department across Gremlin(R&D, Product, Marketing, Sales etc.) to advocate for our customers and ensure a high-quality experience through their lifecycle as a Gremlin customer.

As the Director of Customer Success you will play a vital role in evolving what Customer Success means at Gremlin by developing one-to-many programs that augment the talented CSMs that work with our customers. This role will give you the opportunity to grow and scale customer success in a Gremlin (data-driven) manner.

Responsibilities

• Own and achieve high-performing renewal, growth, and NPS targets for Gremlin customers. Our customer's success is our success! Work with our customers hand-in-hand to improve their reliability.
• Act as the "voice-of-the-customer" internally within Gremlin and customer feedback and insights readily available for all teams.
• Become an expert on the Gremlin Product and the practice of Chaos Engineering to become a strategic advisor for customers, continuously driving product value and ROI.
• Oversee all day-to-day operations for the Customer Success team including coaching Customer Success Managers (CSMs), providing growth and training opportunities for CSMs, assigning CSMs to new customer accounts, and achieving successful renewal and growth results.
• Direct higher-level issues for escalated troubleshooting and adoption/usage/growth issues. Ensure CSMs are unblocked and able to achieve their goals.
• Ensure that appropriate customer contacts, customer milestones, documentation, reviews and projects, and risk are kept up-to-date regularly. Utilize Catalyst (catalyst.io) to manage customer data and product usage. Utilize Google DataStudio for product reporting and deep-dive analysis. Ensure SFDC is up-to-date.
• Lead regular Customer Syncs (via Zoom) on a weekly/bi-weekly/monthly basis, lead Enterprise Business Reviews (EBRs) s with customers to ensure Customers are achieving their goals and progressing through Gremlin Customer Milestones at an appropriate pace.
• Gather customer feedback and share feedback with product and engineering teams to help prioritize projects and shape product roadmap.
• Anticipate and monitor dissatisfied customers and ensure problems/issues are dealt with swiftly and appropriately. Work with CSMs and teams across Gremlin to effectively resolve customer issues.
• Complete all customer onboarding milestones and adoption activities to ensure renewal and growth.
• Identify opportunities for expansion both during the customer's contract and at the time of renewal. Successfully achieve strategic expansion goals.
• Project-manage incoming customer requests alongside product, acting as the voice of the customer. Ensure there is a professional feedback loop for customer feedback that results in a high NPS.

Key Skills and Attributes

• If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box—we're looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.
• Experience in SaaS/technology fields (bonus points for Dev Tools experience)
• Minimum 5 years previous experience in Customer Success
• Minimum 3 years in people management roles
• Previous experience as a Customer Success Manager
• Customer-first mentality; ability to empathize and build customer relationships and trust
• Strong technical aptitude and ability to learn new technologies quickly. Must be able to think strategically about rolling out a new technology practice (Chaos Engineering)
• Strong critical thinking, analytical, and complex problem-solving skills demonstrated by an ability to successfully achieve goals
• Highly motivated, "do-er" with a strong sense of collaboration, ownership, urgency, energy and drive
• Excellent interpersonal skills for zoom meetings with customers and communication skills via Slack/email
• Excellent time management skills, utilizing data/insights to consistently improve
• Excellent project management skills, utilizes frameworks such as RACI
• Excellent prioritization skills, utilizes frameworks such as the Eisenhower Matrix

About Gremlin:

Our founders, Kolton Andrus and Matthew Fornaciari, lived and breathed incidents, on-call, and Chaos Engineering at Amazon and Netflix. As "Call Leaders," they were responsible for guiding teams through analyzing and resolving global outages. After a decade of developing and advocating Chaos Engineering internally, in 2016 they decided to make what they had learned available to a wider set of enterprise companies and launched Gremlin.

Since then, Gremlin has built an incredible team of industry veterans and people eager to learn from one another while pushing the entire industry forward to new heights. We're backed by top-tier investors Index Ventures, Amplify Partners, and Redpoint Ventures. Our customers love us, and we're thrilled to be a partner in their success.

At Gremlin, we value:

• OUR CUSTOMERS - We won't be a company if our customers aren't thrilled. We live and die by our customers, so they come first.
• ACTION - We favor small experiments to gather data rather than over-analyzing a situation. Getting stuff done always beats talking about getting stuff done.
• CONTEXT, NOT CONTROL - We hire autonomous adults with good judgement. We provide them with the context to make smart decisions. We don't micromanage.
• BEING VOCALLY SELF-CRITICAL - We all make mistakes, we all have ways in which we can improve. We own that upfront, and honestly discuss ways in which we've personally made mistakes and can get better. Then, we encourage and help one another succeed at doing so.
• DIVERSITY, EQUITY, & INCLUSION - We are at our best when we encourage and include the thoughts and voices of people from many diverse backgrounds into our strategy and execution. We recognize that systemic racism and gender bias are real and that we aren't perfect, so we actively work to encourage the difficult conversations, to listen, and to change as we discover our blind spots so that Gremlin is a company all of us feel proud to be a part of.
• FRUGALITY - We are working to build a profitable company and create a new practice in the industry. We spend money on the right things, like making sure employees have the tools they need to be successful and the company has what it needs; we simply choose not to waste what we have and not to buy what we don't actually need.

You are welcome at Gremlin for who you are. The more voices and ideas we have represented in our business, the more we will all flourish, contribute, and build a more reliable internet. Gremlin is a place where everyone can grow and is encouraged. However you identify and whatever background you bring with you, please apply if this sounds like a role that would make you excited to come into work everyday. It's in our differences that we will find the power to keep building a more reliable internet by building and designing tools used by the best companies in the world.