Senior Customer Success Manager
Senior Customer Success Manager
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Job Description
Cohesity is the leader in AI-powered data security. Over 13600 enterprise customers including over 85 of the Fortune 100 and nearly 70% of the Global 500 rely on Cohesity to strengthen their resilience while providing Gen AI insights into their vast amounts of data. Formed from the combination of Cohesity with Veritas enterprise data protection business the companys solutions secure and protect data on-premises in the cloud and at the edge. Backed by NVIDIA IBM HPE Cisco AWS Google Cloud and others Cohesity is headquartered in Santa Clara CA with offices around the globe.
Weve been named a Leader by multiple analyst firms and have been globally recognized for Innovation Product Strength and Simplicity in Design and our culture.
Want to join the leader in AI-powered data security
At Cohesity we are transforming data management. Our advanced technology is changing the way businesses store manage and protect their data. As a Customer Success Manager you will have a meaningful role in ensuring our customers success by enhancing their experience driving adoption of our technology and reducing churn. This is an outstanding opportunity to work with enterprise customers making a positive impact on their business while gaining valuable insights that improve Cohesitys value proposition.
This is a challenging role that requires exceptional customer relationship development operational expertise plan building and execution cross functional collaboration and analytical skills. We are looking for someone that is truly passionate about customer advocacy and has previous experiences to prove it. Additionally you will focus on quality management; foster an environment of innovation and high accountability and demonstrate the ability to drive continuous operational improvement as a way of working and managing. Are you by nature a conservative risk-taker with a high level of ambition who can thrive in an environment of change This might just be the position for you.
HOW YOULL SPEND YOUR TIME HERE:
Increase the lifetime value of the Customer through greater advocacy serving as a customer advocate in the evolution of our products and platform functionality integral to the customers success.
Elevate the customer experience by achieving higher product adoption customer satisfaction and overall health scores.
Ensure delivery on key operational metrics including Customer Health Adoption (Consumption & Usage) Reference-ability Renewal Likelihood Upsell / Cross-Sell Potential and Net Retention Rate and churn.
Drive premier and programmatic Customer Success practices that support consistent customer lifecycle improvements and faster Time to Value (TtV).
Work closely with Account Teams and Renewals Managers to identify new opportunities and upsell potential while addressing any issues putting renewals at risk.
Engage broadly across the Customer organization from users through to C-Level/Influencer as required.
Ensure customer feedback and required capabilities are clearly captured and conveyed internally to enable ongoing improvement of process products and services.
Support customers by addressing important issues and if necessary creating effective guidelines for their specific needs.
Ability to onboard Cohesity customers to achieve agreed-upon outcomes post-implementation.
Collaborate with our Critical Accounts Program (CAP) team to assist in restoring accounts with negative sentiment to a positive state.
Understand and report back on voice of customer feedback collected from randomly selected Cohesity customers and address any issues and provide follow-up.
WED LOVE TO TALK IF YOU HAVE MANY OF THE FOLLOWING:
A relevant Bachelors degree or equivalent experience; preference for computer science business management or related degrees.
Strong empathy for customers and a passion for revenue and growth.
Deep understanding of value drivers in recurring revenue business models.
Account Management experience as an AE SE CSM Operations Manager or equivalent strongly preferred.
Deep business operations expertise - adept at creating relevant and compelling customer-facing reports messages and dashboards.
Strong ability to influence through persuasion negotiation and consensus building internally and externally.
Demonstrated desire for continuous learning and improvement.
Excellent communication and presentation skills.
Demonstrated success at strategy implementation and execution.
Join us in our mission to revolutionize data management and be a part of our journey towards building a flawless customer experience.
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Equal Employment Opportunity Employer (EEOE)
Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you may contact us atCOHESITY or for assistance.
In-Office Expectations
Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.
Required Experience:
Manager
Employment Type
Full-Time
