Customer Success Manager

The Customer Success Manager (CSM) is essential in ensuring our customers realize the value of Cohesity's products and services. The CSM will engage with our customers to actively drive realized value that leads to increased product adoption and consumption and business retention. This role focuses on serving as our customer's trusted advisor, assisting them in defining a successful product use journey, engaging resources as needed to overcome obstacles, and fulfilling the promise of the Cohesity partnership. The CSM role assimilates customer insights into a consistent view, driving effective team engagement to ensure our customers’ success.

HOW YOU'LL SPEND YOUR TIME HERE:

• Manage overall relationship with assigned customers, which includes onboarding, advocacy, promoting Cohesity products adoption and
  consumption, ensuring retention, and identifying expansion opportunities.
• Develop and manage success plans to capture customer’s business objectives, success metrics, and achievements.
• Develop an understanding of baseline product deployment and leverage internal tools (e.g., telemetry) to monitor product usage and
  expansion.
• Engage with Customer Success leadership to build out a repeatable customer journey.
•  Build relationships with customers and remove roadblocks to maintain a positive customer experience.
• Develop and share best practices with customers in similar industries to improve efficiency and drive security, operational, and
  financial outcomes.
• Provide customer insights to key stakeholders including Product Management on innovation and continuous improvement of user
  experience.
• Provide guidance on customer engagement processes that ensure rapid adoption and usage.
• Develop, manage, and provide proactive strategy planning with assigned customers to drive operational improvements.
• Position and coordinate the delivery of Customer Success valued services.
• Partner with assigned customers to identify Cohesity education opportunities that enable increased product knowledge and utilization.
• Partner with key internal stakeholders (i.e., sales, renewals, technical support, and professional services) to promote customer’s
  positive outcomes and increase realized value. This includes providing resolution oversight for customers' critical issues and, as needed, engaging internal partners to address issues and technical escalations.
• Coordinate and lead customer business review meetings - including a review of the Cohesity and Customer Success delivered value,
  support case review and issues trending, education opportunities, product alerts, product End-of-Life (EOL), etc.
• Assist renewal partners in driving on-time entitlement renewals. As needed, engage with the internal partners to address product
  and service renewal risks.
• Document customer success stories, find opportunities for reference accounts, and pass lead generation opportunities to sales
  partners.
• Evangelize Customer Success Services with sales partners and provide assistance in positioning, promoting, and securing new
  business opportunities.
• Facilitate distribution of information provided by the Customer Care organization, including license key maintenance and distribution,
  and product media distribution.
• Engage in Customer Success Services related projects and initiatives.

WE'D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING:

• 8+ years of directly related experience as a Customer Success Manager, Account Manager, or Consulting Services working with
  strategic enterprise accounts in a SaaS environment.
• Data management industry knowledge is strongly preferred, along with knowledge of Cohesity's products and services.
• Strong communication skills with proven success in delivering verbal and written communications with excellent presentation and
  facilitation skills.
• Demonstrable experience with relationship building and ability to build confidence and work with senior and executive level customer
  contacts.
• Understand the business model and have experience delivering and implementing solutions for customers.
• Ability to build credibility and trust by understanding and addressing customer requirements.
• Excellent multitasking, organizational and project management skills.
• Experience with customer success planning and driving projects to completion.
• Demonstrable ability to work and excel in a fast-paced global environment.
• Willingness to apply a flexible working schedule in support of customer requirements.
• Willingness to travel to customer and Cohesity locations as needed, up to 25%.
• Accountable for decisions and commitments and works within the governance requirements of Cohesity.