About the Company - ScaleOps, the leader in real-time automated cloud resource management, is revolutionizing how DevOps teams manage their cloud-native application infrastructures. ScaleOps’ platform removes the organizational friction between application owners and DevOps teams by fully automating the resource management process to meet real-time demand. The ScaleOps platform dynamically manages the application’s resource allocation, eliminating the need for manual intervention. The result is improved application performance, 60%- 80% cloud cost savings, and a fully automated allocation process.

With well over $80 million in backing, ScaleOps has seen tremendous business growth, attracting global industry leaders to its customer base. ScaleOps automatically manages the production environments of over 50 enterprises, including Wiz, CATO Networks, Outreach, SentinelOne, Maxar, Playtika, Orca Security, EQ Bank, Outbrain, PayU, and Noname.

About the Role - We seek a dynamic and strategic Director of Customer Success Management to join our team and lead ScaleOps’ customer engagement, retention, and growth strategy. This role is pivotal in driving customer satisfaction, revenue growth, and product adoption while fostering a customer-centric culture.

Responsibilities

• Customer Success Strategy - Define and execute the vision, strategy, and processes for customer success, ensuring alignment with ScaleOps’ business objectives. Develop and implement customer success programs to drive adoption, retention, and expansion within the customer base. Collaborate closely with Sales, Product, and Engineering to align customer needs with product offerings.
• Team Leadership and Growth - Build, lead and mentor a high-performing Customer Success team, including Account Managers, Technical Success Managers, and Sales Engineers.
• Customer Engagement - Own customer lifecycle stages: onboarding, adoption, value realization, retention, and renewal. Provide tailored solutions leveraging ScaleOps' cloud optimization platform.
• Revenue Management - Achieve net revenue retention targets and contribute to overall company growth goals.
• Operations and Analytics - Establish and track key customer success metrics (NPS, CSAT, churn rates, etc.) to measure team performance and customer health.

Qualifications

What You Bring Along:

• 10+ years of experience in customer success, account management, or related roles, with 5+ years in a senior leadership position.
• Proven track record of scaling customer success teams in B2B SaaS companies.
• Strong understanding of customer lifecycle management and value-based account strategies.
• Exceptional leadership, communication, and relationship-building skills.

What Sets You Apart:

• Expertise in cloud DevOps industry or cloud-native.
• Proven success in driving product adoption within technical or developer-centric products.
• Strong technical background with the ability to discuss product value in detail with technical and business stakeholders.
• Experience in high-growth startups or fast-paced environments.

Advantages:

• Experience working with cloud technologies, Kubernetes, containers, and cloud service providers (AWS, GCP, Azure).
• Sold to DevOps Space.
• Experience managing P&L responsibilities or budget planning for customer success initiatives.