Regional Director, Enterprise Technical Advisory (Customer Success) [M4]

Working hours

🌎 While we hire almost anywhere in the world, we require this person to reside in New York, NY.

Required location:

• New York, NY - USA

Why this job is exciting

As Regional Director within our Enterprise Technical Advisory team, you’ll lead an 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 and is responsible for the Eastern United States and EMEA regions. 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 distributed team of Enterprise Technical Advisors - serving as both a coach and career mentor
2. Partnering with your peers help build out our post-sales success motion 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
• Begin 1:1’s with your team (5 direct reports to begin), understand your personal 30-60-90 plan, and meet & shadow current members of the Sourcegraph team
• Build relationships with important cross-functional teams like Account Executives (AEs), Customer Engineers (CEs), Product Managers (PMs), and marketing
• Build relationships with your direct peer leaders across Revenue (Sales, Customer Engineering (Pre-sales), Technical Advisory, Professional Services, and Support Engineering)

📅 Within three months & beyond, you will…

• Define and execute a regional plan to meet and exceed retention and expansion goals
• Empower and support your team through strategic planning, accountability, inspection, and execution - mentoring and coaching along the way
• Feel comfortable assisting your team directly in customer meetings, even being able to lead some yourself
• Identify and raise technical or strategic suggestions to unblock any issues for TAs and the customers they serve, with your peer leaders
• Staying in lock-step with adjacent teams and leaders to ensure consistent alignment along all customer touch points
• Perform regular account reviews and provide input into sales forecasting for renewals and expansions
• Accurately assess the capabilities, motivators, and career goals of each team member and provide ongoing coaching to improve their performance and support their career path

About you

You are a results-oriented, 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.

We are looking for a leader who thrives in a fast-paced environment and has a proven track record of leading teams that exceed their goals and targets.

Your skillset:

• 2+ years of enterprise customer success leadership experience, 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)
• Willingness to travel up to ~25% to meet with customers and other teammates

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.  

💰 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 4.5 hours in total. 

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

• [30m] Recruiter Screen - Kelsey Nagel
• [45m] Hiring Manager screen / Resume Deep Dive - Aimee Menne, VP of Technical Success

🧑‍💻 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 Interview  - Alex Wreschner & Jon Kishpaugh
• [45m] Leadership & Team Management - two direct reports
• [30m] Values
• [60m] Working Session - Aimee Menne, Alex Wreschner & Connor O'Brien

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

• [30m] Leadership 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.