Director of Operations, Customer Success

About Datadog: 

Datadog is the world-class monitoring and security platform for cloud applications. We’re dedicated to creating, developing, and supporting our product and customers, allowing for seamless collaboration and problem-solving among Dev, Ops and Security teams globally. Built by engineers, for engineers, our SaaS product is used by organizations of all sizes across a wide range of industries to enable digital transformation, cloud migration, and infrastructure monitoring of our customers’ entire technology stack. Given the resilience of cloud technologies and importance placed today in digital operations and agility, Datadog continues to innovate and is well positioned for the long term. 

The Team:

Our Customer Success team works with a best-of-breed product that solves real problems for our customers. A relationship-management team, first and foremost, with a heavy sales focus due to a lot of products to sell and for our customers to get to use. Interactions are rooted in the relationship, but we always have to be listening for opportunities and have a growth mindset.

The Opportunity:

We’re seeking a strategic and execution-minded problem solver to help us reach our next level of scale. You will be a key business partner to our Customer Success Leadership team, helping drive operational excellence for our Customer Success organization. You will advocate for the customer internally and partner closely with other teams across Datadog such as finance, revenue engineering, solutions engineering, and growth strategy. You will continue to build out processes that ensure a positive billing experience for our customers.

You Will: 

• Lead a team of talented Billing & Ops Specialists and Program Managers who support our Customer Success mission and our Datadog customers
• Work closely with Product, Finance, Revenue Engineering, and our Product Ops teams to ensure we have the correct processes and data in place to handle all customer billing queries properly.
• Strive to improve the day-to-day of our CSM roles through process improvements, tooling, and more self service reporting.
• Make recommendations for improvements based on your insights into the business, analytics, and observations of day to day operations.
• Operationalize new ideas through the creation of new processes and workflows.
• Enforce consistency and global adoption of key processes through training and understanding of Customer Success challenges.
• Drive actionable insights through data analysis.

 Requirements: 

• BA/BS degree required (concentration in math, CS, ops or a technical field preferred)
• 7+ years experience in implementation or Ops focused role
• 2+ years experience leading a team of analysts
• Quantitative thinker with track record of distilling actionable insights from complex data
• Expertise in Excel, Tableau, Metabase, Looker or other similar BI tools
• Proven track-record of leading projects to completion and following up on success
• Strong verbal and written communicator with experience presenting to senior leaders
• Experience managing broad stakeholder groups to achieve strategic objectives
• Team player -- excited to help others reach their goals
• Excited to take on big ambiguous problems that haven’t been tackled before

 Bonus Points: 

• Worked with Customer Success or in CS Operations in the past
• Experience in a growth phase SaaS company and GTM functions in particular
• Knowledge of JIRA, Salesforce and other similar systems
• Familiarity with cloud observability or general SaaS business models
• Operating experience not just at our scale but at a greater scale

Equal Opportunity at Datadog:

Datadog is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Your Privacy:

Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice.