Director, Enterprise Technical Advisory (Post-Sales Customer Success) [M4]

Working hours

🌎 While we are an all-remote company and hire almost anywhere in the world, we have a preference for someone to reside in the following locations for this role. However, if you feel qualified, we welcome you to apply regardless of location. No matter what, working hours must overlap with PST for at least 32 hours/week.

Preferred locations:

• Remote - United States - Denver, CO or San Francisco, CA

Why this job is exciting

As Director, Enterprise Technical Advisory, you’ll lead our exceptional team of Enterprise Technical Advisors (our post-sales customer success team) focused on customer onboarding and adoption & nurture that leads to retention and expansion. This role reports into the VP of Technical Success. This role will balance operational, programmatic, strategic, and planning responsibilities in support of our customers and the overall business.

In this role, you will:

1. Lead a globally distributed team of Enterprise Technical Advisors - serving as both a coach and career mentor
2. Help formulate the overall strategy of post-sales success at Sourcegraph, including building the Enterprise customer journey focused on how we deliver value to customers by understanding customer outcomes, business challenges, and key KPIs
3. Create programs that drive product adoption, education, and usage in order to deliver meaningful business outcomes
4. Formulate strategies for your team to grow revenue within existing customers by demonstrating value and generating positive results from success plans
5. Represent the voice of the customer by identifying themes, trends, and needs across our customers and advocating for change internally with Engineering and Product

📅 Within one month, you will…

• Go through a multi-week onboarding process including training on our product, our value propositions, our customers, our team, and our processes.
• Meet our Technical Advisory team and begin the process of forging a long standing partnership with each of them.
• Learn about how we discover relevant use cases, map those to key product capabilities and demonstrate the value of Sourcegraph to customers.
• Dive deep into our existing customer experience - processes, tools, and templates.
• Build relationships with Regional Sales Directors (RSDs) and Account Executives (AEs)
• Meet other internal organization leads from EPD and begin establishing working relationships.

📅 Within two months, you will…

• Take over direct front-line management of the existing team, which includes:
• Based on your observations thus far, make recommendations to leadership for improvement or the stand up of new processes, tools, templates, etc.
• Participate directly in Customer Business Reviews (CBRs) and formulate direct relationships with customers as a champion and advocate internally

📅 Within three months & beyond, you will…

• Place your unique stamp on Sourcegraph by capturing and sharing the innovative approaches you and your team come up with and driving those through the rest of the organization.
• Take ownership of and execute the processes that will enable us to innovate and scale the TA function at Sourcegraph.
• Develop and grow the TA team by cultivating a first class team, culture, process, and results. Results can be seen in Sourcegraph growth (revenue and adoption) and customer happiness.

About you

You are an experienced, hands-on, collaborative, people-driven leader who has the skills to effectively drive progress toward our organization’s ambitious and technically challenging objectives. You build strong relationships with your team and peers alike and are a solid communicator. You are strongly aligned with our values and inspired by our mission to make it so that everyone codes.

If you are passionate about technical customer success, then this role might be a perfect mutual match.

Your skillset:

• Minimum 5 years experience leading post-sales Customer Success teams in a recurring-revenue SaaS environment where you had retention / expansion targets
• Proven experience leading teams creating and implementing playbooks and strategies such as adoption and onboarding, champion building and nurture, customer health saves, and expansion programs
• As a leader are able to coach, influence, develop, motivate and empower employees to achieve their best; acts as a servant leader and collaborator with your team
• Direct experience leading a team that works with a technical product (dev tooling or adjacent) and buyer (developers up to VP of Eng)
• Ideal location is either San Francisco or Denver

Level

📊 This job is an M4.  You can read more about our job leveling philosophy in our Handbook.

Compensation

💸 We pay you an above-average salary because we want to hire the best people who are fully focused on helping Sourcegraph succeed, not worried about paying bills. As an open and transparent company that values competitive compensation, our compensation ranges are visible to every single Sourcegraph teammate. To determine your salary, we use a number of market and data-driven salary sources, along with your location zone, and target the high-end of the range to ensure we’re always paying above market regardless of where you live in the world.  

💰 If base + variable only, insert: The target compensation for this role is $184,000 USD base + $46,000 USD variable ($230,000 USD on-target-earnings). 

📈 In addition to our cash compensation, we offer equity (because when we succeed as a company, we want you to succeed, too) and generous perks & benefits.

Interview process

Below is the interview process you can expect for this role (you can read more about the types of interviews in our Handbook). It may look like a lot of steps, but rest assured that we move quickly and the steps are designed to help you get the information needed to determine if we’re the right fit for you… Interviewing is a two-way street, after all! 

We expect the interview process to take 5 hours in total. 

👋 Introduction Stage - we have initial conversations to get to know you better…

• [30m] Recruiter Screen - Kelsey Nagel
• [45m] Hiring Manager Screen - Aimee Menne

🧑‍💻 Team Interview Stage - we then delve into your experience in more depth and introduce you to members of the team, including cross-functional partners…

• [30m] Cross-functional Peer Collaboration - Brock Perko or Connor O'Brien
• [45m] Resume Deep Dive - Aimee Menne
• [45m] Leadership Interview with two direct reports
• [45m] Working Session - Aimee Menne + another peer leader

🎉 Final Interview Stage - we move you to our final round, where you gain a better understanding of our business and values holistically…

• [30m] Values Interview
• [30m] Leadership Interview with co-founder 
• We check references and conduct your background check

Please note - you are welcome to request additional conversations with anyone you would like to meet, but didn’t get to meet during the interview process.