Customer Success Director

Location: Remote - US

LET’S DISRUPT THE MODERN WORLD OF DATA MANAGEMENT TOGETHER

This role is passionate about 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. Customer Success Directors are an elite team that lead our engagement with strategic accounts across all areas of the customer experience. This is a challenging role that requires technical skills, outstanding 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.

*This is a senior level individual contributor role without direct reports; leadership mentality, capabilities, and experience are needed to lead projects across multiple groups within Cohesity and the Customer.

We are looking for someone that is truly passionate about customer advocacy and team development and has a proven track record to talk about! Additionally, you will have a focus on quality management; nurture 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 strategic plans that enhance the customer experience across all pillars of the customer lifecycle and achieve higher product adoption, customer happiness, and overall health scores
• Ensure the right technical architecture is deployed within the customer base. Advise on architecture in new deployment or spot issues in existing deployments.
• Lead cross-functional response to critical issues that include account teams, support teams, and engineering teams
• Convert findings from critical issues into blueprints for success across the Cohesity customer portfolio
• 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 best-in-class 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 brought together 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

• Expert architectural/advisory technical capabilities in Data Protection, Data Security, Storage, Virtualization, Cloud, and/or other related technology pillars
• Excellent outcome driving skills with an owner mentality to get things done.
• Excellent strategic and enterprise account management skills
• Excellent technical and business communications skills at exec level.
• Ability to work with product and engineering to drive product improvements.
• 10+ years of validated experience with a clear track record of advancement in related roles: Solution architecture, Product management, Engineering, 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 coaching, and up-leveling and amplifying team’s competencies
• Ability to lead influence through persuasion, negotiation, and consensus building
• Deep business operations expertise; has solid experience with SFDC, Gainsight, and adept with creating reports and dashboards is highly preferred
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process driven mindset
• Demonstrated desire for continuous learning and improvement
• A hard-working and creative leader with the ability to encourage 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
• Able to balance providing outstanding service with the need to improve financial performance, and increase revenue and profits

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