LET’S DISRUPT THE MODERN WORLD OF DATA MANAGEMENT & SECURITY TOGETHER

This role is a leadership role to manage and grow the Customer Success Management (CSM) team focused on ensuring our customers’ success, driving growth/adoption of our technology as well as boosting renewals and gleaning strategic insights that improve our product value. This is an exciting opportunity to unequivocally influence Cohesity’s customers.

This is a meaningful role that requires good understanding of our technology, use cases, leadership skills, industry Customer Success best practices, strategy and tools, exceptional customer and internal relationships, strategic problem solving, sales cycle awareness, team building, management and demonstrated coaching skills, a motivational style, analytical skills, and a special interest in understanding where data management and security technology meets business needs.

We are looking for someone that is truly passionate about customer advocacy and team development and has a consistent track record to talk about! Additionally, you will have a focus on quality management; cultivate an environment of innovation and high accountability and demonstrate the ability to drive continuous operational improvement as a way of working and leading. Are you a person–by nature–that is a conservative risk-taker, with a high level of ambition, who thrives in an environment of change? Are you interested in building your brand as an innovator who brings value and a clear sense of ownership to business and technology discussions? You could be just the person we are looking for.

HOW YOU’LL SPEND YOUR TIME HERE

• Develop CS strategy for high touch, low touch and digital touch based on segmentation, Paid offering vs free offering, for our cloud and on prem products.
• Deploy CS best practices in a consistent way across the company and standardize on a CRM tool.
• Build, manage and scale a multi geo team.
• Work cross functionally with sales, PM and support to improve product telemetry data collection, dashboarding and driving continuous improvement.
• Deliver on customer renewals and expansion goals in a proactive way of account management and prevent escalations.
• Ensuring delivery on Key Operational metrics, including Customer Health - Green/Yellow/Red, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and % Retention / Renewal
• Drive premier programmatic Customer Success practice ensuring rapid onboarding, collaboration within internal teams and across the customer lifecycle
• Working closely with Sales reps and Renewals managers to identify new opportunities and upsell potential
• Increase the lifetime value of the Customer through greater advocacy and reference-ability; serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success
• Engage broadly across the Customer organization from management through to C-Level/Influencer as required
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services
• Actively assess the interactions with our top customers (product performance, depth, and breadth of usage, Support experience)

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

• Experience and expertise in building and running CS teams
• Experience and expertise in CS strategy, best practices and tools
• Built and led CS process for large High Touch, Low Touch accounts and scaling with digital touch
• Strong written and verbal technical communication skills - can communicate well with C-level internally and externally
• Should be good at at least one domain like Data Protection, Data Security, Storage, Virtualization, Cloud, and/or other related technology pillars
• Strong Quarterbacking skills - including project management, ability to control chaotic conversations, sense of ownership and urgency driving to closure, planning, escalate when vital
• Account management experience - Proactive Build success plan Understand business drivers escalation management Oversight of technical solutioning" Can deal with large enterprise accounts
• Demonstrated leadership attributes: Talent builder (hiring, perf management), data driven, owner mentality, planning & execution, creative, thought leader
• Executive presence - exudes confidence and assertiveness, and yet has the humility to listen to others
• Emotionally intelligent - can empathize with customers and internal collaborators
• Strong ability to drive decisions through Collaborative Alignment
• 15+ years of experience with a clear track record of advancement in related roles: Solution architecture, Product management, Customer Success, TAM, Pre-Sales, Escalation Management, Professional Services
• Ideally combined background of post-sales, sales, consulting services experience
• Relevant Bachelor’s degree; preference for computer science or related degrees, or equivalent experience
• Demonstrated trajectory of success with people-management, coaching, and up-leveling and amplifying team’s competencies
• Deep business operations expertise; has solid experience with SFDC, Gainsight, and adept with creating reports and dashboards is highly preferred
• Deep understanding of value drivers in recurring revenue business models
• Demonstrated desire for continuous learning and improvement
• An enthusiastic and creative leader with the ability to inspire others
• Strong leadership skills with validated ability to influence inside and outside of the organization at the highest levels to garner support
• Demonstrated success at strategic negotiation and strategy implementation

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