Head of Customer Operations

Build and lead telli's customer operations function as it scales to thousands of customers. You'll own deployment, customer success, and account management across the customer base, driving revenue retention and expansion while building an A-player team.

What you'll do

• Build the best deployment function in the industry for leading enterprise customers
• Build a support and coverage model that works across thousands of customers
• Own revenue retention and expansion across the customer base, growing existing accounts through renewals, upsell, and cross-sell
• Own time-to-value and pilot conversion to ensure customers go live fast and pilots turn into paying contracts
• Own logo retention and customer satisfaction, hitting 80+ NPS across the base
• Personally build and maintain strong relationships with telli's tier 1 enterprise clients
• Hire, onboard, and develop A-Player deployment, success, and account management teams
• Shape the product as the main point of contact for telli's product & engineering team on anything customer-related

What you'll need

• 5 years experience in commercially-focused, excellent, and fast-paced environments consisting of top tier consultancy and/or startup/scaleup
• Led a sales, customer success, deployment, account management, product or customer operations function, ideally at a fast-growing B2B software company
• Understand AI deeply, communicate with engineers on a technical level, and shape product direction and customer needs
• Think commercially and are fluent in revenue, NRR, expansion, and retention
• Strong people leader who can hire, develop, and get the best out of a team
• High agency and urgency; unblock yourself and your team instead of waiting
• Built a function before and are comfortable creating structure from scratch
• Inherently data driven and the most AI-pilled person on the commercial team

What they offer

• Above-market pay & equity
• Access to any AI tool that makes you more productive
• Gym subscription (urban sports)
• Free dinner in the office
• Regular off-sites with the team