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VP of Customer Success at ScienceLogic
Reston, VA, US

We’re looking for a world-class, global Customer Success leader with a unique combination of technical depth, business acumen and passion to guide the delivery and support of the industry’s 1st Context-Infused Automation Engine for AIOps. The VP of Customer Success will be an integral part of the company’s executive team, reporting to and working closely with the CEO.  This position will reinforce our strategic vision and provide direction and execution leadership to our Professional Services, Technical Support and Customer Success teams.

What you’ll be doing…

  • Define the direction of global customer engagement & customer retention for ScienceLogic’s SL1 product portfolio by providing best in class product delivery and support.
  • Lead the transformation of customer success into actionable concepts, projects, and deliverables incorporating ScienceLogic business objectives, market needs and financial drivers.
  • Develop strong partnership with worldwide sales, product management and engineering teams to create processes and systems that deliver high levels of customer success as measured by NPS, and deliver on the company’s revenue, margin and broader business objectives.
  • Reinforce a culture composed of purpose-driven teams, allocating resources to high potential opportunities and establish high performance metrics against operating plans.
  • Ensure that the company has a consistent vision and operational focus for delivery of world class product delivery.
  • Working with the CEO and other stakeholders to ensure alignment of high value projects to revenue generation and business objectives.
  • Manage capacity, capability and availability to ensure resource allocation meet aggressive growth business commitments.
  • Provide a level of discipline and checks and balances necessary to keep things moving in the right direction.
  • Operationalize the business processes to scale the Customer Success organization for significant growth.
  • Keep employees, teams and management engaged and focused on short-term urgencies while preparing for long term growth.
  • Mentor and coach the Customer Success teams on developing a culture of high customer satisfaction. 

Qualities you possess …

  • Passion for delighting the customer and creating strong customer loyalty strategies.
  • An advanced degree in a technical or business discipline and 15+ years of experience leading global teams of 100+ in Technical Support, Professional Services and Customer Success for a software vendor.
  • A comprehensive understanding of ITOM, ITSM, or related software and experience with large-scale cloud architectures, network infrastructure and data center management software is highly desirable.
  • Strong focus, participation and ownership of frontline customer facing communication.
  • Desire to create a customer focused culture that is relentless in the pursuit of an excellent customer experience and loyalty.
  • Provide strategic direction on operational issues and escalations.
  • Champion company NPS goals and create and execute strategies to achieve them.
  • Work closely with Finance on managing P&L, operating budgets and achieving targeted services revenue generation.
  • Identify and implement industry best practices, tools, systems and strategies to build a world class customer success and provide exceptional ROI metrics on the investments.
  • Disciplined, organized, metrics driven approach to customer success.
  • Ownership of all customer issues post sales including strategies to reduce escalations and churn.
  • Work closely with Engineering and Product Management on product health and future roadmap.
  • Experience designing, executing and expanding a metrics driven global Professional Services delivery team, providing regular reports and solutions to Sales, Engineering and executive management team.
  • Outstanding business judgment, interpersonal, collaboration and team building skills.
  • Extensive experience and strength in communicating with executive team and board of directors.
  • Strong track record of presenting technology and displaying thought leadership both internally and externally to industry groups, partners and customers.
  • Superb written and verbal communication skills and a demonstrated ability to collaborate across multiple functions and geographies while delivering meaningful, high-impact results
  • Thought leader, ability to influence outcomes and quickly turn data into business insights.
  • Strong mentoring and employee development competencies.

 

About ScienceLogic

ScienceLogic is a leader in IT Operations Management, providing modern IT operations with actionable insights to resolve and predict problems faster in a digital, ephemeral world. Its solution sees everything across cloud and distributed architectures, contextualizes data through relationship mapping, and acts on this insight through integration and automation.