Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Establish and nurture robust, long-term relationships with customers and internal stakeholders.

• Act as a trusted advisor to both customers and internal teams.

• Propel customer outcomes while demonstrating the return on investment of Commvault’s technologies.

• Guide customers through various journey phases in alignment with time-sensitive objectives.

• Lead customer meetings and conduct ongoing business reviews.

• Present advancements against key success metrics.

• Monitor account health and pertinent KPIs.

• Identify and mitigate churn risks through proactive plans.

• Create nurture and educational campaigns that support customer success initiatives.

• Ensure that revenue and sentiment objectives for the designated book of business are met.

• Report on revenue, sentiment, and engagement metrics in bi-weekly/monthly internal business reviews.

• Identify opportunities for customer growth and collaborate with internal stakeholders to facilitate expansions.

• Anticipate customer risks ahead of critical milestones.

• Coordinate mitigation strategies involving contract modifications, product changes, or additional product-team involvement.

• Collaborate with the services team to guarantee seamless customer onboarding.

• Take ownership of customer adoption, expansion, and renewals.

⛳️ Requirements

• A strong passion for Customer Success and a dedication to helping customers achieve their objectives.

• Ability to work effectively in collaboration with internal teams and external partners.

• Excellent communication and interpersonal skills.

• Capable of analyzing complex situations, thinking innovatively, and developing effective solutions.

• Adaptability to manage changing business priorities and quickly prioritize tasks.

• Strong project management capabilities in a fast-paced and dynamic product environment.

• Comprehensive understanding of customer success and/or customer experience methodologies.

• Ability to align customers’ business needs with product capabilities.

• A minimum of 5+ years of experience in customer success, account management, or a related role.

• Proven track record of managing multiple large customers simultaneously.

• Strong understanding of Commvault’s products and services, or a willingness to learn and become proficient.

• Exceptional written and verbal communication abilities.

• Proven capacity to identify and resolve customer issues efficiently.

• All applicants must reside and work in the country.

🏝️ Benefits

• Opportunity to participate in the employee stock purchase plan (ESPP).

• Ongoing professional development, product training, and career advancement opportunities.

• An inclusive company culture with the chance to join our Community Employee Resource Groups (ERGs).

• Comprehensive global benefits.