Customer Success Manager

Were in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here you lead with innovative thinking grow along with us and join the smartest team in the industry.

This type of workwork that changes the worldis what the tech industry was founded on. So if youre ready to seize the endless opportunities and leave your mark come join us.

Pure Storage is seeking a Customer Success Manager (CSM) to drive and lead our customers to successfully adopt and utilize Portworx products by developing and executing tailored Customer Success Plans crafting and delivering Quarterly Business Reviews understanding your customers business needs technical priorities and proactively addressing potential issues to maximize customer value and drive ongoing business growth within your assigned book of business. You will act as an advocate and trusted advisor for the customer within Portworx/Pure Storage by communicating customer feedback to internal teams to improve our product and service offerings.

Portworx believes in a collaborative team first culture where the mindset of aggressive ownership and accountability powers our ethos of innovation and underscores our core mentality of Work Hard Play Hard.

Key Responsibilities:

Customer Relationship Management: Build and maintain strong relationships with customer product and sponsorship stakeholders for your assigned accounts. Act as a trusted advisor to a portfolio of enterprise customers ensuring their success with Portworxs software solutions. Proactively manage the customer lifecycle including onboarding adoption renewal and expansion.

Success Plan Development: Create success plans that enable customer initiatives and measurable business objectives. . Regularly report your progress to internal and external stakeholders.

Quarterly Business Reviews Conduct regular business reviews to discuss key performance indicators challenges and growth opportunities.

Technical Expertise: Serve as the primary contact for customer inquires troubleshooting and issue escalations

Proactive Engagement: Track and analyze customer adoption/usage metrics to identify trends and opportunities for usage and expansion of use cases.

Voice of the Customer: Collaborate with internal teams(e.g. Sales Product Support) to address and project manage customer needs and drive solutions. Partner with Sales to identify upsell and crosssell opportunities. Provide insights to Product teams based on customer feedback and feature requests.

Renewal and Expansion: Identify and mitigate potential churn risks escalating when necessary. Identify and advocate for mutually beneficial opportunities for expansion crosssell and upsell by demonstrating ROI and alignment with customer priorities.

Ownership Mindset & Executive Sponsorship Focus: Begin understanding the strategic goals of customer organizations and identify opportunities to align the companys the initiative to support senior team members in fostering relationships with customer executives by preparing insights reports and actionable recommendations

Customer Travel: Willingness and ability to travel up to 40(occasionally on short notice)

Experience You Bring:

Previous experience in customerfacing roles such as customer successtechnical account management professional services support or account management preferably in Cloud computing containerization virtualization or application deployment

2 to 5 years of demonstrated success and experience in customer facing roles

Previous experience with Salesforce and Gainsight

Excellent communication presentation and interpersonal skills to build rapport with customers at various levels

Empathy and a customerfirst mindset

Problem solving aptitude with great attention to detail

Eagerness to learn and adapt to new technologies and processes

Preferred Skills & Qualifications:

Good technical knowledge of VMware Linux Kubernetes Google cloud platform AWS and Azure.

Knowledge and handson experience in cloud deployments

Deep (and technical) understanding of data center infrastructure virtualization compute storage networking converged infrastructure distributed file systems DR/HA security and workloads such as VDI and enterprise apps.

Project Management and/or service delivery qualifications (such as PRINCE2 or ITIL)

Bachelors Degree in Computer Science Engineering or related field or equivalent technical experience is required

NOTE: We are primarily an inoffice environment and therefore you will be expected to work from the Chicago or New York office in compliance with Pures policies unless you are on PTO work travel or other approved leave.

Nice to have: Professional knowledge of French.

WHAT YOU CAN EXPECT FROM US:

• Pure Innovation: We celebrate those who think critically like a challenge and aspire to be trailblazers.
• Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortunes Best Large Workplaces in the Bay Area Fortunes Best Workplaces for Millennials and certified as a Great Place to Work!
• Pure Team: We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work we offer a variety of perks to manage a healthy balance including flexible time off wellness resources and companysponsored team events. Check out for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this contact us at if youre invited to an interview.

WHERE DIFFERENCES FUEL INNOVATION:

Were forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isnt just accepted but embraced. Thats why we are committed to fostering the growth and development of every person cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership. At Pure Storage diversity equity inclusion and sustainability are part of our DNA because we believe our people will shape the next chapter of our success story.

Pure Storage is proud to be an equal opportunity employer. We strongly encourage applications from Indigenous Peoples racialized people people with disabilities people from gender and sexually diverse communities and people with intersectional identities. We also encourage you to apply even if you feel you dont match all of the role criteria. If you think you can do the job and feel youre a good match please apply.