Director, Customer Success

This role is a leadership role to lead and grow the Customer Success Management (CSM) team. You will be passionate about ensuring our customers’ success, driving growth/adoption of our technology, boosting renewals, and gleaning strategic insights that improve our product value. This is an exciting opportunity to influence Cohesity’s customers unequivocally!
Join us for a significant opportunity that requires a detailed understanding of our technology, use cases, leadership skills, industry Customer Success standard methodologies, strategy and tools, outstanding customer and internal relationships, strategic problem solving, sales cycle awareness, team building, management and proven mentorship skills, a motivational style, analytical skills, and a special interest in understanding where data management and security technology meets business needs.
We are looking for someone who is truly passionate about customer advocacy and team development and has a consistent track record to talk about! Additionally, you will focus on quality management, cultivate 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 a CS strategy for high touch, low touch, and digital sync upped on segmentation, as well as a paid offering vs free offering, for our cloud and on-prem products.
• Deploy CS best practices in a consistent way across the company and standardize on a CRM tool.
• Build, lead and scale a multi-geo team.
• Work cross-functionally with sales, PM and support to improve product telemetry data collection, dashboarding and driving continuous improvement.
• Deliver customer renewals and expansion goals in a proactive way of account management and prevent critical issues.
• 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 premier programmatic Customer Success practice, ensuring rapid onboarding and teamwork 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 to C-Level/Influencer.
• Ensure customer feedback is clearly gathered 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

• Experience and expertise in building and running Customer success teams.
• Experience and expertise in CS strategy, standard methodologies and tools.
• 15+ years of experience with a clear track record of advancement in related roles: Solution architecture, Product Management, Customer Success, TAM, Pre-Sales, Escalation Management, and Professional Services.
• Built and led CS process for large High Touch and Low Touch accounts and scaling with digital touch.
• Strong written and verbal, technical and interpersonal skills - can communicate well with C-level internally and externally.
• Should be proficient in at least one domain: Data Protection, Data Security, Storage, Virtualization, Cloud, and/or other related technology pillars.
• Strong quarterbacking skills - including project management, ability to control chaotic conversations, sense of ownership, and vitality in working towards closure and planning.
• Account management experience.
• Leadership attributes: talent builder, data-driven, owner mentality,  planning & execution, creative, inspiring leader.
• Executive presence - exudes confidence and assertiveness yet has the humility to listen to others.
• Emotionally intelligent - can empathize with customers and internal collaborators.
• Strong ability to drive decisions through collaborative alignment.
• Proven trajectory of success with people-management, coaching, and up-levelling and amplifying the team’s proficiencies.
• Deep business operations expertise; has solid experience with SFDC and Gainsight, and proficient in crafting reports and dashboards is highly preferred.
• Deep understanding of value drivers in recurring revenue business models.
• An enthusiastic and creative leader with the ability to inspire others.
• Strong leadership skills with a validated ability to influence inside and outside of the organization at the highest levels to garner support.
• Proven success at strategic negotiation and strategy implementation.