Customer Success Manager

Cohesity is the leader in AI-powered data security. Over 13,600 enterprise customers, including over 85 of the Fortune 100 and nearly 70% of the Global 500, rely on Cohesity to strengthen their resilience while providing Gen AI insights into their vast amounts of data. Formed from the combination of Cohesity with Veritas' enterprise data protection business, the company's solutions secure and protect data on-premises, in the cloud, and at the edge. Backed by NVIDIA, IBM, HPE, Cisco, AWS, Google Cloud, and others, Cohesity is headquartered in Santa Clara, CA, with offices around the globe.  

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

Want to join the leader in AI-powered data security? 

As a Customer Success Manager, you will focus on ensuring our customer's success by enhancing the customer lifecycle journey, providing technical oversight during deployment, driving adoption of Cohesity's technology, assuring frictionless renewals and eliminating churn. You are the customer's primary liaison into Cohesity and are accountable for identifying and directly addressing business and technical issues impacting customer success.

Upon joining our Customer Experience Team, you will play a critical role in customer relationship development, operational expertise, road mapping and execution, cross functional collaboration, and analytical skills.

The ideal candidate is truly passionate about customer advocacy and thrives in a fast-paced environment. This person has a focus on quality management, fostering an environment of innovation and high accountability and demonstrating the ability to drive continuous operational improvement as a way of working and managing.

This hire will support regional time zone and may require working outside of core hours – ability to work evenings or weekends during customer escalations or ad hoc customer meetings.

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.

• Elevate the customer experience by achieving 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 premier and programmatic Customer Success practices that support 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 addressing 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.

• Support customers by addressing important issues and, if necessary, creating effective guidelines for their specific needs.

• Ability to onboard Cohesity customers to achieve agreed-upon outcomes post-implementation.

• Collaborate with our Critical Accounts Program (CAP) team to assist in restoring accounts with negative sentiment to a positive state.

• Understand and report back on "voice of customer" feedback collected from randomly selected Cohesity customers and address any issues and provide follow-up.

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

• A relevant Bachelor's degree or equivalent experience; preference for computer science, business management, or related degrees.

• Strong empathy for customers and a 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 at creating relevant and compelling customer-facing reports, messages, and dashboards.

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

• Demonstrated desire for continuous learning and improvement.

• Excellent communication and presentation skills.

• Demonstrated success at strategy implementation and execution.

• Join us in our mission to revolutionize data management and be a part of our journey towards building a flawless customer experience.

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Equal Employment Opportunity Employer (EEOE)

Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at COHESITY or for assistance.

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.

Interested candidates based outside of the designated areas are welcome to apply, provided they have the right to work in the job location.