Head of Customer Operations

about us

Every 10 minutes, 18 million conversations happen between businesses and consumers around the world.

For decades, the consumer side of those conversations sucked: long queues, robotic menus, repeated explanations, and advice that is often unhelpful. Most people today still cannot simply say what their problem is in natural language when communicating with businesses.

AI changes that. For the first time, companies can have natural conversations with customers at massive scale. Every B2C company - from energy providers to telcos to insurers - will use AI agents to talk to their customers. The number of conversations businesses will handle is going to explode in the coming years.

At telli, we are solving the challenges that come with that shift. Today, leading B2C companies like Sky are already using telli to deploy thousands of voice agents to provide their customers with a new experience. But building a first voice agent is easy, getting it to drive real outcomes for customers and businesses is the hard part. telli helps companies build, deploy, and improve consumer-facing AI voice agents at scale. This will become one of the most important software categories of the next decade, and we intend to win it.

We are a small, AI-pilled team that likes to solve hard problems. Be it engineering, product, or GTM - we build, experiment, and move fast, while heavily leveraging the capabilities of AI models. All of us like to challenge ourselves and take real ownership over what we do, all while still staying humble and keeping a low-ego culture.

Check out our principles to see how we work.

What you'll do

• Build the telli deployment & success function

  • Build the best deployment function in the industry for leading enterprise customers

  • Build a support and coverage model that works across thousands of customers

  • Develop our proprietary customer operations tool stack & system

  • Shape the playbooks and standards for deployment and success, and evolve them as telli grows

  • Shape the product as the main point of contact for telli’s product & engineering team on anything customer-related

• Own telli’s customer base as it scales to thousands of customers

  • Own revenue retention and expansion across the customer base. You grow existing accounts through renewals, upsell, and cross-sell. (We’ve proven with multiple customers that we can expand contracts by >6x their initial contract size, so you’re tapping into a massive value opportunity.)

  • Own time-to-value and pilot conversion. You make sure customers go live fast and pilots turn into paying contracts

  • Own logo retention and customer satisfaction. You catch churn risk early and hit 80+ NPS across the base

  • Personally build, maintain strong relationships with telli’s tier 1 enterprise clients

• Build and lead an A-player team

  • Hire, onboard, and develop A-Player deployment, success, and account management teams

  • Set clear targets, give regular feedback, and make your team successful against them.

  • Act as a role model and build real authority in the team

What makes you a great fit

• 5 yrs. experience in commercially-focussed, excellent, and fast-paced environments consisting of: top tier consultancy and/or startup/scaleup

• You have led a sales, customer success, deployment, account management, product or customer operations function, ideally at a fast-growing B2B software company

• You understand our product and AI deeply, can communicate with engineers on a technical level, and can shape where our product is going and what our customers need

• You think commercially. You are fluent in revenue, NRR, expansion, and retention

• You are a strong people leader. You can hire, develop, and get the best out of a team

• You have high agency and urgency. You unblock yourself and your team instead of waiting

• You are strong at project management and communications with senior stakeholders, including large enterprise customers

• You are inherently data driven and the most AI-pilled person on the commercial team

• You have built a function before. You are comfortable creating structure from scratch

You may not make a good fit if

• You only like strategic work and don't want to get into the detail

• You want to run a function by feel rather than by numbers

• You want to work 9 to 5 or fully remotely

• You have never led a team

• You have never had revenue responsibility

Perks

• 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