Head of Customers

Companies like AWS, Stripe, and Twilio have shown that if a technology isn't core to your value proposition, you should offload it. Still, every engineering team builds and rebuilds one piece: authorization, how you control who has access to what in your app. We intend to change that.

We see a world where developers never roll their own authorization again, and instead say, "Just use Oso" – the same way you might say, "Oh, you should just use Postgres for that." In doing so, we're creating the $25B+ authorization market.

We have the lead – in traction, capital, and team.

• Traction: Oso is used by thousands of companies from startups to the Fortune 500, like Wayfair, ProductBoard, Vanta, Brex, Verizon, ZoomInfo, and Duolingo.

• Capital: We're backed by the world’s best investors, including Sequoia, Felicis, and a standout group of infrastructure founders and operators: Olivier Pomel (Founder, Datadog), Dev Ittycheria (CEO, MongoDB), Armon Dadgar (Founder, HashiCorp), Edith Harbaugh (Founder, LaunchDarkly), Guy Podjarny (Founder, Snyk), Paul Copplestone (Founder, Supabase), Christina Cacioppo (Founder, Vanta), and Calvin French-Owen (Founder, Segment).

• Team: We've spent 5+ years going deep on the domain. We've met with thousands of engineering teams and know more about this problem than anyone. And we have some of the best developer go-to-market leaders on earth who have done it before at companies like MongoDB.

We're at an inflection point. What it takes to get from where we are today to a world where developers say “Just use Oso” is going to be different. And we see that.

We have new problems:

• We have signed on lots of customers

• We need to help those customers get to production fast and stay happy

• We need to manage a large renewal base and look for expansion opportunities

• We are a customer-driven company and we work closely with these customers to aggressively improve the product

These are good problems. The opportunity is for you to join at this inflection point in a role that’s set up for an incredible amount of impact.

The Head of Customers is responsible for forward-deployed engineering and Technical Account Management. The top priorities are:

• Get customers to production fast – Build and iterate on a strategy for forward-deployed engineering that gets customers to production fast with a world-class experience.

  • After 3 months, you will have identified the biggest blockers to getting customers up and running and made clear improvements.

  • After 6 months, you will have reduced time to production for new customers.

• Keep Customers Happy - Stay close to customers post-production to ensure they have everything they need to be successful. Ensure we are well set up to renew on-time, and identify areas for expansion.

  • After 3 months, you will own all customer relationships, have identified risks to renewals and put a plan in place to address them.

  • After 6 months, you will have successfully handled renewals for key customers and maintained and improved our high rates of renewals across the board.

• Build the Customer Team – Recruit world-class customer success managers, technical program managers, and forward-deployed engineers.

  • After 3 months, you will have made 1-2 A+ hires.

  • After 6 months, you will have a team in place that is iterating tightly on a process for managing customers through forward-deployed engineering projects, while consistently tracking time to production and implementing strategies to shorten it.

• Make real impact on the product – Support our objective to make Oso 10x easier to use by breaking down the challenges customers face in migrating to Oso and working side by side with engineering to address those challenges with product.

  • After 3 months, you will have a process for tracking customer pain points and you will have delivered product feedback for improvements/features that will accelerate our customer’s time to production.

  • After 6 months, you will have contributed to multiple high-impact product improvements shipped that directly reduce customer time to production.

• You're ambitious. You want to win big. You can't stand to be around anything but execution at the highest level. You have an inner motor to move fast.

• You're an owner. You are accountable to results over the process. You see yourself not just as a leader of your team, but also as a leader of the company.

• You're resilient. Building a startup is not for the faint of heart. You see the challenges as not just normal, but actually desirable.

• You want to grow, and help others grow. You self-reflect often. You give feedback, and you seek it out.

• You prioritize the customer above all else. You focus on understanding our users and solving their authorization challenges.

...and you inspire the same in those around you.

• Previously held technical customer-facing roles (e.g., pre-sales, post-sales) for highly technical products

• Track record for growing a team in highly competitive environment

• Have run complex technical projects at varying levels of the stack in a technical role, including working with engineering teams to build features that drive outsized customer value

• Experience owning customer relationships and a P&L

• Have worked at a startup with overwhelmingly high degrees of ambiguity

• You have managed professional services at a company of our scale

In addition to cash compensation, Oso offers a Total Rewards package that includes equity grants, health benefits, and more:

• Competitive health, dental, and vision coverage

• Mental healthcare to all employees and anyone in their family through Spring Health

• Unlimited access to financial advisors through Northstar

• Equity Package

• Unlimited paid time off (PTO)

• Paid parental leave

• Flexible work options

• One Medical Membership

• Quarterly hackathons... and prizes!

• Free team lunches every month

The starting salary for this role is between $200,000-$250,000/year. Your exact offer will vary based on a number of factors including experience level, skillset, market location, and balancing internal equity relative to peers at the company.

Oso is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, national origin, religion, sex, age, disability, sexual orientation, gender identity, veteran or disability status.