Technical Advisor, Scaled (post-sales customer success) [IC2]

Who we are

Our mission at Sourcegraph is to make it so that everyone can code, not just ~0.1% of the population. We're building the code intelligence platform that powers the world's best code search and the most popular open-source code AI tool. It’s an exciting time to join Sourcegraph—AI has taken over the world, and we aim to automate 99% of the toil in software engineering with our code understanding and code AI tools, leaving the remaining 1% to the irreplicable creative spark from humans. 

Our customers range from startups to the Fortune 500, 4/5 FAANG companies, government organizations, Uber, Plaid, and more. We’ve raised $225M at a $2.625B valuation from a16z, Sequoia, Redpoint, Craft and others. We’re making ambitious bets on our future and we’re looking to hire exceptional people to join our team as we make Sourcegraph one of the biggest and most influential companies in the world.

Location

🌎 While we are an all-remote company and hire almost anywhere in the world, we have a preference for someone to reside in Denver, Colorado.

Preferred locations:

• Denver, Colorado

Why this job is exciting

You will help establish the newly formed Scaled Success team at Sourcegraph. As a Scaled Technical Advisor, you will form medium-touch relationships across a shared set of customers. While leveraging the work of our Digital Success team, you’ll also provide tailored experiences to customers, too. You’ll ensure the customers' developers love our platform, remain happy customers, and grow month after month. You'll also help our customers solve technical problems while driving key metrics like adoption, usage and consumption.

📅 Within one month, you will…

• Start building a trusting relationship with your partners across Technical Advisory (post-sales), Customer Engineering (pre-sales), Implementation Engineering, Sales, and Support Engineering teams.
• Learn about our product, our value proposition, our customers, our team, and our processes.
• Join or review customer and prospect calls to understand their challenges and needs.
• Help define the Scaled Success customer journey, considering the existing activities from the DIgital Success team and Enterprise customer journey
• Have built an on-demand and on-rotation coverage plan process for Scaled Success customers to review common success plans and goals.

📅 Within three months, you will…

• Be assigned your first customers with whom you’ll begin to define common success plans and goals to be worked on and reviewed frequently.
• Ensure your customers derive maximum value from their investment in Sourcegraph; develop account success plans based on insights and needs where necessary.
• Execute current processes and playbooks that provide value to our customers and ensure long-term growth beyond just your assigned customers.
• Provide recommendations based on the customer's infrastructure and use cases, and provide feedback to internal teams as your customer's voice.

📅 Within six months, you will…

• Drive your customers' success, including their onboarding experience, ongoing feature adoption, renewal, and expansion through a digitally nurtured program.
• Conduct streamlined onboarding processes, product enablement and customer success plans on an ongoing basis.
• Translate customer sentiment to internal teams by logging product gaps and providing supporting evidence that helps product teams prioritize our roadmap. Be the voice of the customer.
• Help solve technical problems with and for our customers.
• Flag potential opportunities for expansion and up-sell across your book of business to our Sales counterparts so they can pursue account growth and increased solution footprint.

About you

You are an enthusiastic, self-driven, and results-oriented post-sales specialist who shares our values and is passionate about nurturing healthy customers in Scaled Success teams.

Your skill set:

• You have 1+ years of experience working di