Head of Customer Success - Observability and IT Operations

Customer Success and Support San Francisco, California Plano, Texas Seattle, Washington Portland, Oregon McLean, Virginia San Jose, California


Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

Role:

Do you thrive on Customer Success? Do you possess the ability to develop and execute a strategy that will deliver positive customer outcomes in our IT Ops and Application Development buying centers? If so, and you are interested in building a team responsible for exceeding customer expectations in high growth markets, then this role may be for you.

 

Our Head of Customer Success for Observability and IT Operations works alongside customers, the wider Customer Success team (Sales Engineering, Professional Services, Customer Success Management, Support, Education, Renewals and Technical Enablement) and our Observability and IT Operations leaders and stakeholders. Working very closely with your segment teams, you will ensure CS strategies, offerings and services align with our customer needs and our product roadmap. You will be responsible for leading accountability and execution across the Customer Success organization and collaborating with our IT buying centers, aligning CS to provide a complete solution to our customers. You will ensure execution across Customer Success functions and the business to align with our Corporate Strategy, CS Strategy, and IT Operations and Observability Strategy. In this critical role, you will ensure the Customer Success organization is aligned and delivering on promises to customers, CS performance metrics, and overall success.

Responsibilities:

  • As an integral part of the Customer Success leadership team, you will be accountable for the overall Observability and IT Ops strategy and customer outcomes. Provide strategic vision and three year roadmap for the Customer Success functions.
  • Owns interlock, prioritization, strategy, performance and development of the Observability and IT Ops practices across Customer Success.
  • Partner with CS and Products and the buying center SME’s to identify and prioritize designing in features and analytics/telemetry for segmentation, visibility, and continuous improvement to accelerate time to value and customer ROI.
  • Develop, influence and partner to execute the Observability and IT Ops Customer Success offering roadmap. Includes market analysis, structured voice of customer research, pricing, go to market, requirements definition and delivery readiness.
  • Ensure the right CS vertical engagement model to all functions supporting Observability and IT Ops. Work closely with Partners to craft their own complimentary offerings.
  • Define processes and procedures for developing economies of scale across the business.
  • Build our global business and delivery capacity around the systematic implementation of Splunk’s IT Ops and Observability Portfolios.
  • Lead the effort to build high impact communications and collateral to ensure scalable success.
  • Work directly with customers in the IT delivery area across post-sales functions.
  • Ensure Observability and IT Ops expertise and capability across CS (readiness), providing recommendations to leadership on resourcing, direction, and technical development to move customer success forward.
  • Shape customer expectations and thoroughly align outcomes with customer requirements while focusing on business value.
  • Lead a matrixed team across Pre-Sales and Post-Sales Customer Success functions to achieve the aforementioned goals.
  • Define the path to success and influence others, in Customer Success, the buying centers, and the Sales team to achieve and exceed their performance goals.
  • Ensure the right CS metrics are available and create an operating rhythm and mechanisms to influence and drive continuous improvement.
  • Collaborate with the entire Splunk Corporate team to realize success relative to Customer Success.

Requirements:

  • 12-15+ years of Pre and/or Post Sales experience selling and/or delivering IT solutions to customers globally.
  • Extensive Services leadership experience, with 5+ years in a senior level role in a matrixed environment.
  • Firm understanding of Customer Success business priorities and practices in Sales Engineering, Professional Services, CSM - Customer Success Management, Education/Enablement and Technical Support
  • Experience with Customer Success solution development in Observability and IT Ops
  • Comfortable leading change, developing processes, implementing procedures and working across the Customer Success and other Splunk functions to achieve desired outcomes.
  • Although this role is strategic in nature, need to have the ability to roll up your sleeves to get things done.
  • Experience leading technical experts and IT Practice Leaders.
  • Ability to work across the Customer Success organization in a positive and effective manner to drive execution.
  • Deep understanding of Observability and IT Ops software solutions 
  • Proven experience developing and enabling Ops Plans and achieving outcomes (right people, right goal, right numbers).
  • Willing to work as part of a diverse team, taking mentorship from multiple partners to achieve desired outcomes.
  • Able to travel 50% globally (more during peak times)
  • Education:
  • BA/BS preferred in Computer Science, Computer Engineering, Business or equivalent work experience preferred. MS a strong plus.

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Thank you for your interest in Splunk!