Customer Operations Manager

Denver, CO, United States

StackHawk helps software developers find and fix security vulnerabilities before they deploy code to production. Every modern software development organization has shifted from quarterly releases to daily or hourly releases, incorporating Continuous Integration and Continuous Delivery (CI/CD). In the modern world of FinTech, HealthTech, cloud analytics and AI platforms, customers are entrusting their most critical data to software providers. Periodic manual security testing by an external team is simply too risky. Because of this, modern software development organizations are extending CI/CD to encompass Continuous Application and API Security Testing. This way, security can “shift left,” meaning vulnerabilities can be detected while the developer is actively working on the code.

StackHawk has completed its Series B fundraise , and with this funding, will continue to invest in maintaining the market-leading position in developer-first API security testing, and support rapid customer and employee growth. Application and API security is an exciting market, where more than 43% of global decision makers are looking to implement dynamic application security testing during software development, and where companies will spend more than $3B in 2023 on application security testing products - which represents a massive opportunity for StackHawk. StackHawk is building out a team of leaders and team members that will capitalize on market pull, and enable growth-phase scale of the business.

We're seeing rapid growth and looking for a Customer Operations Manager to help the StackHawk Customer Success team deliver amazing and consistent onboarding and implementation experiences for all customers and plays a vital part in ensuring uniform success and operational excellence across the department. In addition, this role will support the Customer Success team in managing our SMB customers to deliver continuous value, drive focused adoption, and ensure customer retention. You will be reporting directly to our VP of Customer Success.

What You'll Do Collaborate with Sales and Solutions Architects to align Proof of Value (POV) with customer needs and expectations during the sales cycle.

Improve tracking and implementation methods for successful customer onboarding and continuously enhance pre-sales and post-sales processes.

Define, develop, and monitor metrics for both Proof of Value (POV) and Implementation/Onboarding success, while also managing project plans and coordinating with internal and external teams for timely solution implementation.

Work with customer implementation partners to ensure successful onboarding.

Collaborate with CSMs to deliver processes and playbooks with clear outcomes that help ensure continuous adoption of StackHawk services.

Work with CS leadership and CSMs to help automate Customer Success activities when possible while providing additional customer success management support for SMB accounts.

Collaborate with product teams to incorporate customer feedback into product development.

Establish repeatable and scalable processes to enhance quality and delivery of all areas of customer success, focused on the customer experience.

Collaborate with StackHawk leadership, CSMs, SA's, and Product teams to ensure customer value and early goal achievement.

About You 8+ Years of Operations, Customer Success, and Project Management Experience. Demonstrated expertise in operations, customer success, and project management.

Proven track record in customer-centric achievements. Successfully collaborated with customers to achieve their goals and desired outcomes.

Background as a Customer Success Manager, offering a unique perspective to drive improvements.

Project Management proficiency, skilled in managing complex projects.

Highly organized problem solver - exceptionally organized with a proactive problem-solving approach.

Strong experience collaborating with partners to align objectives for an exceptional customer experience.

Strong ability to define and track key metrics and KPIs for assessing performance.

Successfully defined and implemented processes, continually improving their effectiveness.

Self-starter with the critical thinking skills to drive projects from discovery to stakeholder adoption.

Excellent verbal and written communication skills, coupled with thorough documentation abilities.

The Goods Competitive Compensation: Earn a competitive salary and get an equity stake in the company that we are building together.

Solid Benefits: Health, dental, and vision insurance 100% paid for employees and dependents. Other benefits include life insurance, AD&D, and 401K.

Time to Recharge Encouraged: Take what you need vacation plus ten paid holidays! Unplug, recharge, and come back refreshed.

Fun Team and Perks: We do great work and have fun doing it! We take care of our employees… We’ll contribute to your WFH setup and hook you up with occasional at-home perks. Plus, work with a team that loves to have fun while doing our work!

Place Where Your Work Matters and You Grow: As a Series B company, your work shapes the product that we are building. Nothing beats arriving at work every day knowing that your work deeply matters, and there is no better opportunity to grow in your career.

$100,000 - $130,000 a year Compensation for this role is up to $100k - $130k annually, dependent on experience. For this position, we offer a base salary, equity, and benefits. At StackHawk, we constantly strive to create an environment that allows our employees (Hawks) to do the best work of their lives. With our roots beginning in downtown Denver Colorado, we have many folks based in the Mountain time zone with the rest of our Hawks working remotely across the United States

We are also committed to keeping Hawks healthy, motivated, focused, and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.

StackHawk is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!

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