Customer Success Manager

Cohesity is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data — across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale.

We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design.

Join us on our mission to shape the future of our industry.

The Customer Success Management (CSM) position at Cohesity presents a one-of-a-kind chance to greatly influence our customers' success. As a CSM, you will play a vital role in improving the customer lifecycle, promoting the use of our technology, ensuring smooth renewals, and reducing customer turnover. Your focus will be on providing exceptional service to our strategic and enterprise clients, helping them derive the maximum value from our products and platform.

This is a challenging role that requires outstanding customer relationship development, operational expertise, plan building and execution, cross functional collaboration, and analytical skills.
We are looking for someone that is truly passionate about customer advocacy and has previous experiences to prove it. Additionally, you will have a focus on quality management; foster an environment of innovation and high accountability and demonstrate the ability to drive continuous operational improvement as a way of working and managing. Are you, by nature, a conservative risk-taker, with a high level of ambition, who can thrive in an environment of change? This might just be the position for you.

HOW YOU'LL SPEND YOUR TIME HERE:

• Increase the lifetime value of the Customer through greater advocacy, serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success

• Develop delivery and success plans that elevate the customer lifecycle, achieve higher product adoption, customer satisfaction, and overall health scores

• Ensure delivery on key operational metrics, including Customer Health, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and Net Retention Rate and churn

• Drive a premier and programmatic Customer Success practice, based on incubation, that supports consistent customer lifecycle improvements and faster Time to Value (TtV)

• Work closely with Account Teams and Renewals Managers to identify new opportunities and upsell potential while smoothing any issues putting renewals at risk

• Engage broadly across the Customer organization from users through to C-Level/Influencer as required

• Ensure customer feedback and required capabilities are clearly captured and conveyed internally to enable ongoing improvement of process, products, and services

• Help customers with important issues and, when necessary, create effective guidelines for their specific needs.

WE'D LOVE TO TALK IF YOU HAVE MANY OF THE FOLLOWING:

• Relevant Bachelor’s degree or equivalent experience; preference for computer science, business management, or related degrees

• Strong empathy for customers and passion for revenue and growth

• Deep understanding of value drivers in recurring revenue business models

• Account Management experience as an AE, SE, CSM, Operations Manager, or equivalent strongly preferred

• Deep business operations expertise - adept with creating relevant and compelling customer-facing reports, messages, and dashboards

• Strong ability to influence through persuasion, negotiation, and consensus building internally and externally

• Proven desire for continuous learning and improvement

• Excellent communication and presentation skills

• Demonstrated success at strategy implementation and execution

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In-Office Expectations

Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.