Customer Success Manager

As a Customer Success Manager (CSM) you will use data-driven methodologies to drive onboarding, adoption, expansion, and renewals at scale. You will engage customers through multiple channels including email, in-app guides, online communities, and targeted 1:1 interactions across your assigned region or customer segment.

Customers supported by the Success team require personalized, scalable engagement models with simplified processes for onboarding, adoption, expansion, and renewals. Your ability to personalize at scale will be critical in delivering world-class customer experiences while meeting revenue, sentiment, and retention goals.

Position Responsibilities

• Leverage Gainsight and other communication technologies to drive customer onboarding, adoption, and expansion across the Commvault portfolio
• Design and execute messaging campaigns, including content and email sequences, using Gainsight and Marketo to support retention and expansion outcomes
• Provide feedback on new and existing email sequences to continuously improve the customer experience with Commvault technologies
• Execute customer engagement goals defined in the Customer Journey Map, ensuring required touchpoints and feedback loops are completed
• Collaborate with the broader Success team to develop and implement new digital engagement initiatives that enable personalization at scale
• Identify and mitigate customer risk through direct interactions, CSAT feedback, and internal shared mailboxes for customer communications
• Engage customers through scheduled, recurring feedback sessions to identify risks and uncover expansion opportunities
• Proactively drive expansion by analyzing subscription consumption trends and internal business data to identify opportunities to protect additional customer data and infrastructure
• Escalate issues proactively with internal teams when customer contact data is inaccurate or when customers are unresponsive to engagement efforts
• Ensure customers meet defined Time to Onboard, Time to Adopt, and Time to Value SLAs as set by Customer Success Leadership for your assigned segment or book of business

Requirements

• Minimum of 5 years of experience in account management or a customer-facing role focused on engagement and outcome delivery
• Experience with Customer Success methodologies, including managing expansion and renewal cycles
• Strong passion for customer experience and a demonstrated ability to improve end-to-end customer outcomes
• Familiarity with digital customer engagement platforms such as Gainsight and email campaign development
• Ability to independently navigate ambiguity and guide customers to success in a fast-paced SaaS environment with evolving product functionality
• Working knowledge of data center operations, including networking, storage, compute, virtualization, databases, and Backup as a Service solutions
• Ability to complete assigned technical enablement training while managing a high volume of customer interactions
• Experience with Gainsight and Journey Orchestrator is a plus
• Technical certifications, college degree, or equivalent experience in data management, cloud services, or SaaS