[Hiring] Customer Success Manager @Commvault

Role Description

As a Customer Success Manager at Commvault, you will play a pivotal role in building and maintaining strong, long-term relationships with our customers and internal stakeholders. Your primary goal is to ensure the overall success of the post-sales partnership by driving customer outcomes and demonstrating the value of Commvault’s technologies. You will be responsible for working with our services team to ensure smooth customer onboarding, followed by owning customer adoption, expansion, and renewals, and will serve as a trusted advisor to both customers and internal teams.

How you will make an impact:

• Customer Success:
  • Build and maintain strong, long-term relationships with customers and internal stakeholders.
  • Serve as a trusted advisor, providing guidance and support to ensure customer success.
  • Drive customer outcomes and demonstrate the value (return on investment) of Commvault’s technologies.
  • Ensure customers are successfully moving through their customer journey phases at the time-sensitive goals set by Commvault Leadership.
• Customer Engagement:
  • Lead customer meetings and ongoing business reviews, presenting the progress of key success criteria.
  • Monitor account health and relevant KPIs to ensure continued adoption and alignment with the customer's objectives.
  • Proactively identify and prevent churn risk through risk mitigation plans.
  • Develop ongoing nurture and education campaigns that drive set success plans for the customer.
• Revenue and Sentiment Management:
  • Ensure revenue and sentiment goals are accomplished for your assigned book of business.
  • Present the status of revenue, sentiment, and engagement bi-weekly/monthly within internal business reviews, highlighting areas of risk and driving mitigation.
  • Identify opportunities to drive growth with your customers, aligning with internal stakeholders to secure expansions.
  • Forecast customer risks well in advance of critical milestones, enabling the leadership team to create and deliver mitigations that may span contract changes, product changes, or additional engagement from various product teams.

Qualifications

• At least 5+ years of experience in a customer success, account management, or similar role.
• Proven experience managing multiple large customers simultaneously.
• Strong understanding of Commvault’s products and services, or a willingness to learn and become an expert.
• Excellent written and verbal communication skills.
• Proven ability to identify and resolve customer issues effectively.

Requirements

• Passion for Customer Success: A genuine commitment to helping customers achieve their goals and realize the full potential of Commvault’s solutions.
• Team Player: Ability to work collaboratively with internal teams and external partners to drive customer success.
• Outstanding Collaboration Skills: Strong communication and interpersonal skills to build and maintain relationships with both customers and colleagues.
• Critical and Lateral Thinking: The ability to analyse complex situations, think creatively, and develop effective solutions.
• Adaptability: Flexibility to handle shifting business priorities and the ability to prioritize tasks quickly and effectively.
• Project Management: Highly organized with strong project management skills, especially in a fast-paced and rapidly evolving product landscape.
• Technical Competency: Solid understanding of customer success and/or customer experience methodologies and the ability to map customers’ business requirements to product capabilities.

Benefits

• Opportunity to join employee stock purchase plan (ESPP).
• Continuous professional development, product training, and career pathing.
• An inclusive company culture, opportunity to join our Community ERGs.
• Generous global benefits.