Manager, Customer Success

About Commvault

Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data.

JOB DESCRIPTION:

The role:
As the Manager of Customer Success, you will be responsible for an assigned portfolio of Customers. Your role involves building and leading a team of Customer Success Managers to cultivate strong customer relationships, serving as trusted advisors, and ensuring post-sales success. The primary focus is to empower customers to achieve success with Commvaults technologies. This role is accountable for enhancing the overall customer experience from onboarding to renewals, driving positive customer sentiment and improving renewal rates (both Gross and Net). Owning the Regional Subscription Renewal business will also be a key aspect of your role. Your team will work collaboratively to deliver customer outcomes and demonstrate the value of our solutions, with key performance indicators including onboarding, adoption, expansion, and renewals.

What you will do:

• Lead and mentor a team of Customer Success Managers responsible for handling an assigned customer portfolio, fostering a culture of excellence and continuous improvement within the team structure.

• Develop and implement comprehensive Skill Development and Training Plans for the team to enhance the customer journey and engagement quality.

• Drive Process Improvements and Performance Metrics initiatives as advised by CS Leadership, ensuring alignment with CSM Capacity and Efficiency objectives.

• Take ownership of customer issues within the assigned portfolio, driving resolution to meet customer needs and minimize the impact on Revenue and NPS.

• Use data analytics and insights from CSMs and Business Systems to proactively identify Adoption, Expansion trends, and Consumption Plans.

• Collaborate with CSMs to establish and achieve efficient Time to Value, Time to Adopt, and time-to-expansion goals aligned with Customer Journey.

• Address sophisticated customer issues promptly, coordinating efforts across teams to ensure timely resolution.

• Develop and deploy Playbooks tailored to customer personas, software use cases, difficulties, and priorities, driving revenue outcomes and enhancing the customer experience.

• Supervise and track progress towards GRR/NRR/NPS goals on both individual and regional levels, using Monthly Forecast Reviews to measure performance and identify areas for improvement.

• Ensure CSM productivity targets are met, evaluating performance based on revenue generation, engagement quality, and NPS scores across different business segments and regions.

• Use Adoption and Consumption data as key metrics to demonstrate value to customers, establishing nurture and consumption goals for each customer in the portfolio.

• Proactively assess Renewal and Adoption Risk, developing mitigation strategies and using Playbooks and Enablement initiatives to deliver consistent and repeatable experiences to customers.

• Accurately forecast GRR/NRR results using Dashboards and Business Systems, providing actionable guidance and feedback to CSMs during monthly reviews

Who you are?

• Proven experience in a Customer Success Management role, preferably within a Data Management SaaS company, demonstrating a strong understanding of customer needs and challenges in this domain.

• Proven track record of leading and managing Customer Success Managers within a SaaS or subscription enterprise software company, with the ability to drive performance and foster a customer-centric culture.

• Demonstrated capability to develop and implement strategies and process improvements, translating them into actionable initiatives and effectively track their implementation and impact.

• Experience in leading global, distributed teams spanning different cultures and geographies, showcasing strong leadership presence and effective communication skills that inspire and empower teams to achieve common goals.

• Adaptability to evolving business needs and the ability to navigate through ambiguity, demonstrating flexibility and resilience in complicated situations.

• Collaborative approach to working across departments such as Product, Engineering, Account Management, Operations, and Support, as well as engaging with external partners to drive customer success initiatives.

• Highly organized with excellent project management skills, capable of efficiently leading multiple priorities in a dynamic and fast-paced environment.

• Must be fluent in English language both written and verbal to business level.

You will love working here because:

• We offer an attractive compensation and benefits package.

• Employee stock purchase plan (ESPP)

• Continuous professional development, product training, and career pathing eg Commvault Certifications

• Good company environment to work in where you will work with some of the best talent around!

• An all-embracing company culture, an opportunity to join our Employee Resource Groups

Join us in shaping the future of cyber resilience – where your skills, innovation, and passion make a real impact. Together, we will redefine whats possible in the world of data protection and business resilience!

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Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work.

Commvault’s goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.